Handling Problems and Complaints

This short course is aimed at customer facing staff, who are responsible for resolving customer problems and handling complaints. Learn about the different types of problems a customer will come to you with and reasons why customers complain. Understand appropriate responses and how to turn a negative situation into a positive one. Know how consumer rights affect problem-solving and complaint handling and feel confident in your ability to resolve issues in line with current legislation and ethical requirements.

Learning outcomes

The learner will know how and when to offer a refund, repair, or replacement
The learner will understand the difference between problems and complaints, and service offer and service delivery
The learner will be encouraged to confirm the limits of their authority with a manager, and how to ask for more authority in order to resolve issues quickly
The learner will understand active listening and negotiation skills

Advantages of this course

Resolving problems to the satisfaction of the customer is an intrinsic part of customer service and can reduce the likelihood of a customer making a formal complaint, leaving negative reviews, or telling friends and family not to use your organisation. This course outlines top tips for problem-solving and a simple six-step process for finding solutions to common issues.
This course considers what to do if the problem or cause of the complaint is not the fault of the organisation. For example, a customer mistake or a change in the law.
Training is given through a filmed tutorial, references to websites for reading and good practice videos
There is suggested extra reading to give both practical information and links to websites to expand knowledge An additional activity encourages the learner to reflect on the learning