DESCRIPTION
This course focuses on how to manage complaints about services - whether they relate to communication, delays, decisions or customer experience. You’ll explore the difference between service complaints and other types of feedback, and learn how to respond with empathy, professionalism, and clarity.
The course includes practical tools to help you listen well, respond fairly, and use complaints as an opportunity to strengthen services and relationships. It’s ideal for client facing staff, team leaders, or anyone responsible for resolving complaints or improving service delivery.
COURSE OBJECTIVES
By the end of this course, you will be able to:
- Receive, identify, and record service complaints accurately and professionally
- Acknowledge complaints promptly and provide clear, timely communication
- Deliver excellent customer service throughout the complaints process
- Respond to complaints in line with organisational policies and regulatory obligations
- Use complaints as a valuable tool for learning and continuous service improvement
DURATION
This eLearning takes less than one hour to complete.
