Objectives

This online training course should take around 2 hours to complete. By the end, you’ll:

• Understand why people make complaints
• Recognise that complaints give you an opportunity to learn
• Know how complaints help you improve your business
• Be able to respond effectively to complaints received via various channels
• Understand how to investigate complaints in a timely manner
• Be able to act appropriately when faced with a range of tricky situations
• Become adept at managing the complaints handling process
• Know how to use feedback to implement change
• Learn to seek successful outcomes to complaints against your business

Agenda

This e-learning course covers the following topics:

• An introduction to complaint handling
• Why having an efficient complaint handling process is important for your business
• Why do customers complain?
• What customers expect from you when they make a complaint
• How to turn a complaint into a success story
• Channels for complaints and how they differ
• Complaints via email, social media, in person, on the phone and negative reviews
• Structuring your response to different kinds of complaint
• Investigating complaints – the process
• Do you need to investigate every complaint?
• The three steps of investigating a complaint
• Why impartiality is key
• How to be impartial when someone is criticising your business
• Turning a negative into a positive
• Review your complaints handling process
• Ways to reduce the number of complaints you receive

Assessment

At the end of this complaints handling course, you’ll take a multiple-choice test of 12 questions. It’s marked automatically, and you’ll need 75% to pass. If you don’t pass first time, you’re welcome to re-take the test as many times as you need to at no extra cost.

You’ll receive a CPD-certified digital certificate straight away.

Who is this Course for?

If you run your own business, the way you handle complaints will directly affect your reputation, so it’s important you get it right. This online course will help you re-frame why people complain and how you can use their valuable insight to improve your business.

Likewise, if you deal with complaints as part of your job – working in a customer service role, dealing with customers face to face or working on the front desk, it’s important to prepare yourself for negative comments and feedback. The more knowledge and understanding you have of a situation, the better you can handle it when it arises.