Overview

This immersive online training course covering Complaints and Compliments is designed to help organisations raise awareness of how employees can handle the process for receiving complaints and compliments.

The course particularly looks at the best practice around logging, managing and resolving complaints and compliments.

It also explains how to react and respond effectively and what the appropriate steps are for each instance and the importance of having and following a suitable policy for customer complaints and compliments.

Objectives

In this course you will learn:

• What constitutes a complaint
• Appropriate handling of complaints
• Ensuring customers are kept informed
• Importance of keeping records of complaints
• What information to capture when logging an incident
• Appropriate time scales are for responding to a complaint