Managing Complaints

Course Overview

Customers may make complaints to an organisation for a variety of reasons. Upon receiving any such complaint, staff are expected to address it in a manner which leaves the customer with a good impression of the organisation.

This course has therefore been developed to help learners understand the organisation's internal process for receiving, investigating and resolving complaints.

Key Content

• The definition of a complaint;
• The organisation's Complaints Policy and Complaints Procedures;
• Staff responsibilities;
• The complaints management process:
  • 1.Receive the complaint.
  • 2.Register the complaint.
  • 3.Set up a complaint file.
  • 4.Assess the complaint.
  • 5.Investigate the complaint.
  • 6.Decide on the outcome.
  • 7.Respond to the complainant.
• Options for reviewing a decision made about a complaint;
• How to maintain the confidentiality of complaints.

Learning Outcomes

At the completion of this course, learners should be able to:

• Define what a complaint is;
• Recognise the contents of the Complaints Policy and Complaints Procedures;
• Discuss the complaints management process;
• Recognise the importance of maintaining the confidentiality of complaints.