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.
– 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