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Customer Service: Complaint Management

Course Description

Complaints are a natural aspect of customer service. They provide opportunities for organisations to implement continuous improvements. In this course we discuss the important elements of an effective complaints management system and we explore ways frontline staff can handle complaints.

Learning Outcomes

– Define a complaint and identify what supports a positive consumer focussed complaints culture
– Identify the steps for managing a customer’s informal feedback and a complaint
– Recognise how to promote continuous improvement in response to complaints
– Identify how to reduce the likelihood of complaints

Course Code:
AOC17059-B-R-AU
Course Availability:
Available Now
Topics:
Customer Service, Rights & Responsibilities
Library:
Residential Care Course Library
Collection:
Individual Support
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