Aim: To be able to effectively and responsibly respond to, manage, and react to complaints.
Objectives:
By successfully completing this course you will be able to:
- Recognise when an individual is making a complaint
- Describe 3 types of customer complaints
- Explain how to effectively listen to and understand customer complaints
- Describe what the customer is hoping to achieve by making the complaint
- Explain why it is important for you to understand and help the customer understand, what is achievable as a result of the complaint, and be clear as to what the possible outcomes may be
- Describe an estimate for what the timeframe for dealing with the complaint may be
- Explain how to set firm boundaries with individuals making complaints, and be able to firmly and decisively act when those boundaries are breached
Introduction:
Welcome to the Halo Staffing eLearning course on complaints handling. In this course we will go through everything that you’ll need to know in order to be able to confidently respond to and help resolve complaints.
The first section will cover what a complaint is, the forms a complaint may take, and identifying the aggrieved party.
After that, we’ll touch on the different types of complaints an individual may make.
Following that, the next section will be on how to respond to a complaint, and the emotional reactions that may happen.
From there, we’ll look at understanding the complaint made, attempting to understand the reason behind the complaint, the result that the individual making the complaint is hoping for, and what the likely outcomes of a complaint may be.
The final section will cover what to do if the individual making the complaint is aggressive, malicious, or otherwise engaging in unacceptable behaviour, and the ways that you can set boundaries with them and act when those boundaries are breached.
