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Complaints can happen in every business, and it’s essential that you know how to handle them effectively. Whether your complaint is over the phone, via email, on social media, or made in person, this course will give you the skills you need to handle and resolve complaints successfully.

Learning Objectives

• Understand why customers feel the need to complain and what they expect to achieve from it
• Recognise that a good complaints process can benefit everyone
• Understand how to receive and respond to complaints
• Explore the need for a thorough investigation process
• Understand the importance of impartiality during complaint handling
• Learn how complaints can be used to improve the business and the customer experience