Complaints Handling

Description

This course includes the option to play audio at no extra cost! All about this Complaints Handling Course Receiving a complaint can be daunting, especially if things escalate quickly. But there are ways to turn things around. If done right, the original complaint may even earn a great review, renewed loyalty from your customer or service user, and even positive attention on social media channels. Our Complaints Handling course will ensure you gain new knowledge on handling complaints in the correct way, this will impact your business/workplace in a positive way and will reduce the risk of lost custom. Throughout the course, examples/case studies will be included. You will start the course by being introduced to complaint handling, what a complaint is, the consequences of poor complaint handling and an example of a complaint being handled well and an example of a complaint being handled badly. You will then look at how to handle a complaint in person, on the telephone, via letters, through email or social media and what skills are needed to handle these well. The course will end by exploring how to investigate and handle customer complaints and how this can benefit the company by reducing the number of complaints you receive in the future. In order to complete the course, you must achieve 80 or more in the final multiple choice quiz. You will earn 3 CPD points on completion of the course, this course will take around 3 hours to complete and the certificate will last for two years. Fully CPD registered Completed online with instant downloadable certificate Fully printed certificate posted next day Suitable for all industries Complete the online multiple choice assessment as many times as you need to pass Units covered Unit 1 – Introduction to complaint handling – In the first unit of our complaint handling course, you will explore what a complaint is, the consequences of poor complaint handling, and an example of a complaint being handled well and an example of a complaint being handled badly. Unit 2 – Handling complaints in person, on the telephone and in letters – In this unit you will explore how to handle a complaint in person, on the telephone or in letters, you will explore the techniques that should be used to handle these types of complaints well. Unit 3 – Handling complaints via email and social media – In this unit you will explore how to handle a complaint via email and social media, you will explore the techniques that should be used to handle these types of complaints well. Unit 4 – Investigating complaints – In the final unit you will consider how your organisation can investigate and handle customer complaints, the steps to carrying out an investigation, how to review your complaint handling process and how to reduce the number of complaints you receive.