Overview

The art of complaints handling is a balance of fairness, proportionality, and consistency. Every complaint is an opportunity, but not all organisations see it this way. By completing this course, you will understand the core reasons why complaints arise and the best methods to facilitate them. By doing this, you will embrace the opportunity to improve and grow as a result of effective complaint handling. 

Objectives

• Rationalise why people complain
• Recognise vulnerable customers and the barriers for complaints
• Conduct complaints in a fair and proportional manner
• Recognise the benefits of a robust complaints process

Audience

For anyone in a customer facing role.