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Complaints Management Training

Course overview

Great service is important from the very first interaction that your organisation has with a customer, but we know that things don't always go to plan. When problems lead to a customer complaint it's important that your staff are aware of how to respond and what procedures they should follow when it comes to handling complaints - helping to turn unhappy customers into loyal ones.

Consumers are becoming increasingly aware of their consumer rights, leading to an increase in complaints about bad service or products. And if the complaint isn't resolved to the customer's satisfaction, then you can be sure that they'll be sharing their experiences with friends, colleagues and even twitter followers.

Whilst many organisations still don't credit complaints with the importance they deserve, when processed properly they can offer your business amazing insights into key pain points in your customer service.

This 55-minute complaints management elearning module will give you an insight into the best way of handling and managing customer complaints as well as the opportunity to practice dealing with difficult situations. You'll learn how to identify, record and deal with complaints, improving your conflict management capability as you go.

This course is ideal for managers who work in customer-facing teams.

Learning outcomes

After completing the elearning your employees will be able to:

  • Recognise a complaint
  • Execute effective techniques to handle complaints
  • Explore potential consequences of mishandled complaints
  • Identify the techniques for managing conflict effectively
  • Describe the process of identifying the root cause of a complaint and how to log this.

This course has been built using the Adapt Learning Framework which provides multi-device functionality so staff can learn on the go.

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City & Guilds commended

Some of our courses have been developed using systems Commended by City & Guilds – leaders in global skills development for over 130 years – so you can be assured of quality, backed by a seal of approval.

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CPD certified

Some of our courses conform to continuing professional development principles certified by Continuous Professional Development (CPD)