Complaints Handling Training Online Courses

Name: Complaints Handling
Brand: Flexebee
Rating: 4.9 (5603 reviews)

Complaints Handling

It’s important your business knows how to handle complaints in a professional manner. This Complaint Handling training teaches your staff how to handle complaints efficiently and successfully. This CPD accredited course is perfect for anyone who deals with customer service daily and handles complaints.

About the Complaints Handling training course

Learning Outcomes
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Complaints Handling FAQs
Delivery Methods
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This Complaint Handling training online course will give businesses the edge over competing companies by teaching the difference between good and bad customer service as well as effectively handling complaints. Give your business the upper hand and avoid losing profits on complaints.

This Complaints Handling course will teach your staff complaint handling, whether that’s responding over the phone, social media, letters or from a review. They will also understand the primary reasons for complaints, how to respond appropriately to a range of situations, and become skilled in responding to a complaint appropriately. At the end of this course, learners will receive a CPD accredited Complaints Handling certificate.

Duration Dependent on delivery method, this Complaints Handling training takes between 1-2 hours to complete and gain your certificate.

Entry & Level There are no barriers to entry on this Handling Customer Complaints training. This is an awareness course, suitable for all.

Certification On completion of this online Complaints Handling course, either download your certificate or access later online.

Accreditations This Complaints Handling course is CPD accredited. It meets accepted Continuing Professional Development (CPD) guidelines.

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Providing relevant knowledge and skills

Complaints Handling training course learning outcomes

On completion of this Complaint Handling course, learners should know and understand the following:

Reasons for complaints
Understand the primary reasons for complaints and use them to improve your business
Responding
Know how to respond to complaints over the phone, via email or letter, through social media, or from a review
Investigating
Be able to investigate complaints in a timely and successful manner
Types of situations
Learn how to respond appropriately to a range of situations
Complaint's handling processes
Become skilled in implementing and reviewing a complaints handling process

FLXB Certificate Reduced (1)

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A glimpse of the Complaints Handling course

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FAQ - The Complaints Handling training course

Frequently asked questions

We hope our common Complaints Handling FAQs will help answer any further questions you may have. Just click to expand!

What does having a good complaint handling procedure do? Having a good complaint handling procedure means employees know what to do if an issue is raised by a dissatisfied person. This can then be resolved in a timely and cost-effective manner and improve service delivery in your business.

What are the 6 principles of good complaint handling?

The 6 principles of good complaint handling are:

Getting it right – Ensure you act in accordance with the law and relevant guidance and that staff are equipped to act decisively to resolve complaints.
Being customer-focused – It's best to have clear and simple procedures and to listen to the customer to understand the complaint and the outcome they’re seeking.
Being open and accountable – Publish clear, accurate, and complete information about how to complain, and how and when to take complaints further.
Acting fairly and proportionately – Ensure that complaints are thoroughly investigated, the decisions are appropriate and fair, and the customer is treated without lawful discrimination or prejudice.
Putting things right – Always acknowledge mistakes and apologise where appropriate.
Seeking continuous improvement - Use all feedback and lessons learnt from complaints to improve service design and delivery.

What are effective complaint handling skills? Effective complaint handling skills are ensuring the customer's complaint is listened to properly to understand the root of the problem, treating the customer fairly, acknowledging the mistake and apologising where appropriate. This will resolve the issue quickly and with the customer in mind.

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Complaints Handling training course delivery methods

Our Complaints Handling course is easily accessible online through e-learning, allowing your staff to study anytime, anywhere, 24/7. This makes it the perfect option for care staff with challenging shift patterns. Additionally, you will receive exceptional customer support from our dedicated account manager and support team.

• Study when you want 
• Track staff progress 
• Study anywhere you want on any device 

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