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

Course Duration: 30 minutes to 1 hour. If you are looking to enroll more than one individual, please visit the Group Creation page HERE.