This training is designed to help you understand the root causes of complaints in organisations, how you can deal with different complaints effectively and how you can improve your business’s ability to manage complaints through uniform processes.

What will you learn?

After completing this course, you will:

• Understand what complaints are and why they are so important to any organisation
• Understand why customers complain and common pitfalls that warrant complaints toward a business, its members or staff
• Recognise common complaints to receive in your organisation
• Know how to respond to complaints in verbal, written and online formats
• Be confident in handling misconduct complaints made against staff
• Become skilled in reviewing your organisation's complaint handling process and implementing necessary changes

Who is this course for?

Businesses who want to:

• Understand how to appropriately receive and escalate complaints
• Ensure they are aware of their complaints obligations in line with regulating bodies
• Maintain or improve their organisation's reputation as a trustworthy business