Managing Customer Complaints

Every business has an objective to meet and satisfy customer needs. As this cannot always be achieved it means a complaint is likely to arise, whereby staff managing customer complaints must have the correct knowledge an understanding of how to manage a complaint effectively. Customer complaints provide businesses with valuable information about areas that need improvement. This qualification identifies required skills necessary to satisfy all customer needs and effectively handle a complaint.

Course Content

• Assess the suitability of a range of monitoring techniques for customers’ complaints
• Explain how to identify those complaints that should prompt a review of the service offer and service delivery
• Explain negotiating techniques used to resolve customers’ complaints
• Explain conflict management techniques used in dealing with upset customers
• Explain organisational procedures for dealing with customer complaints
• Explain when to escalate customers’ complaints
• Explain the cost and regulatory implications of admitting liability on the basis of a customer complaint
• Explain the advantages and limitations of offering compensation or replacement products and/or services
• Confirm the nature, cause and implications of customers’ complaints
• Take personal responsibility for dealing with complaints
• Communicate in a way that recognises customers’ problems and understands their points of view
• Explain the advantages and limitations of different complaint response options to customers
• Explain the advantages and limitations of different complaint response options to the organisation
• Keep customers informed of progress
• Agree solutions with customers that address the complaint and which are within the limits of their own
• Record the outcome of the handling of complaints for future reference
• Adhere to organisational policies and procedures, legal and ethical requirements when dealing with customers’ complaints

Employees Benefits

• Take personal responsibility for dealing with complaints
• Keep customers informed of progress
• Assess the suitability of a range of monitoring techniques for customers’ complaints
• When to escalate customers’ complaints

Employers Benefits

• Confirm the nature, cause and implications of customers’ complaints
• Agree solutions with customers that address the complaint
• Record the outcome of the handling of complaints for future reference

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