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Complaint Handling

Description

The aim of this module is to provide the learner with best practices for handling complaints, how to respond to challenging situations and what you should do to reduce the likelihood of complaints occurring.

This module will cover:
  • Understanding what constitutes a complaint and why customers voice complaints.
  • Six step process to investigating complaints.
  • Principles of good complaints handling and service improvement.
On completion of this module, learners will be able to:
  • Understand the importance of effective complaints handling.
  • Identify how to investigate and manage complaints.
  • Describe the benefits that resolution and positive outcomes can have for business.

Module Structure:

LEARNING OBJECTIVES
Aims and Learning Outcomes

TOPIC 1: COMPLAINTS HANDLING
Complaint Handling
What is a Customer Complaint?
Why Customers Voice Complaints
Summary
Knowledge Check

TOPIC 2: RECEIVING AND INVESTIGATING COMPLAINTS
Introducing the Six Step Process
Step 1 – Assessment
Step 2 – Investigation
Step 3 – Evaluating the Evidence
Step 4 – Addressing Mistakes
Step 5 – The Remedy
Step 6 The Response
Summary
Knowledge Check

TOPIC 3: SERVICE IMPROVEMENT
Reviewing Complaints Handling
Principles of Good Complaints Handling
Managing the Customer Experience
Summary
Knowledge Check

END OF LEARNING MODULE
End of Learning Module Summary

The learning module plus the assessment module will take approximately 60 minutes to complete.

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