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Customer Service: Complaint Management
Course Description
Complaints are a natural aspect of customer service. They provide opportunities for organisations to implement continuous improvements. In this course we discuss the important elements of an effective complaints management system and we explore ways frontline staff can handle complaints.
Learning Outcomes
– Define a complaint and identify what supports a positive consumer focussed complaints culture
– Identify the steps for managing a customer’s informal feedback and a complaint
– Recognise how to promote continuous improvement in response to complaints
– Identify how to reduce the likelihood of complaints
Course Code:
AOC17059-B-R-AUCourse Availability:
Due to be released 02/05/2024Topics:
Customer Service, Rights & ResponsibilitiesLibrary:
Residential Care Course LibraryCollection:
Individual Support