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Skill Details

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Skill Overview

This course will provide you and/or your team with an understanding of how to confidently respond to and help resolve complaints, what a complaint is, what the different types of complaints are, how to respond to a complaint, what emotional reactions may happen, what the reason behind the complaint, the result that the individual making a complaint is hoping for and what the likely outcomes may be. You will also learn about 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. 

www.halostaffing.co.uk

Learning Objectives

Aim: To be able to effectively and responsibly respond to, manage, and react to complaints.

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

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