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Course: Handling Complaints

Handling Complaints

In this course, you’ll learn how to respond constructively to complaints using a clear and simple process.

You’ll discover ways to stay calm and professional, learn when and how to escalate a concern appropriately, and develop key skills in customer focus, empathy, problem solving, active listening and diplomacy.

Learning Objectives

  • Recognise the value and importance of customer or colleague complaints
  • Understand how to respond constructively to different types of complaints
  • Apply a simple, practical model to handle complaints effectively
  • Maintain a calm and professional manner, even in challenging situations
  • Know when to escalate a complaint and how to do so appropriately
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Coming Soon
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Course Duration:

14 mins

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Accreditations

Certification in progress: CPD

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Touchpoint:

AA accessible

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Accessible PDF:

eBook

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Jackie Finlay, Head of Off-the shelf learning

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