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