Complaint Handling

Complaints tell you where things have gone wrong and how to put them right. This course covers making it easy to complain, listening and apologising, investigating fairly, resolving and explaining outcomes and keeping customers informed. It also looks at escalation and ombudsman schemes, recording and learning from complaints, and handling unreasonable or abusive behaviour within policy.

Modules: 5
Duration: About 40 minutes
Pass mark: 80%
Assessment: 10 questions from a bank of 16

Learning outcomes

✓Explain why complaints are valuable feedback and how to make complaining easy.
✓Listen to, acknowledge and apologise to complainants appropriately.
✓Investigate complaints fairly and explain outcomes clearly.
✓Keep complainants informed and describe how escalation and ombudsman schemes work.
✓Record complaints accurately and use them to drive improvements.
✓Respond to unreasonable or abusive behaviour calmly and in line with policy.

Course contents

Module 1: Why complaints matter

Video (4 scenes) · 2 lessons · 2 practice questions
Module 2: Listening, acknowledging and apologising

Video (4 scenes) · 2 lessons · 3 practice questions
Module 3: Investigating and resolving

Video (4 scenes) · 2 lessons · 2 practice questions
Module 4: Timescales, escalation and ombudsmen

Video (4 scenes) · 2 lessons · 2 practice questions
Module 5: Recording, learning and unreasonable behaviour

Video (4 scenes) · 2 lessons · 2 practice questions
Final assessment & certificate

Available in a bundle or the full library

Choose this course for a bundle from £4.00 per user a year, or get every course with the Full Learning Library.

See prices Preview module 1

✓SCORM 1.2 and SCORM 2004 zip packages
✓Narrated video with mute, captions and transcript
✓Interactive scenarios and knowledge checks
✓Scored final assessment reported to your LMS
✓Printable certificate of completion