Customer Complaint Handling

Handling customer complaints eLearning courses

It is good practice for organisations to have an internal complaints procedure that all members of staff – particularly those in customer service – are aware of. Indeed, for companies that are regulated by the Financial Conduct Authority (FCA), maintaining a written customer complaints policy is a mandatory requirement.

The reason for this is that a complaint that is resolved properly, and in a timely fashion, can keep customers happy and relaxed, as well as protecting the firm's reputation (i.e. from word of mouth or internet review sites). Moreover, by training staff members to conscientiously log complaints and their outcomes, organisations are able to detect reoccurring issues and areas of concern and work quickly to resolve them.

Our 'Complaints and Compliments' eLearning course contributes towards organisations' compliance with FCA guidelines. By completing the course (which invites learners to shadow a customer complaints officer as he receives both complaints and compliments from his clients) employees are brought up to speed on the appropriate way to record and respond to customer correspondence, and the appropriate steps to take during different examples and issues.

Our complaint handling training course is available off-the-shelf for ease of use; we can also work with your subject experts to tailor the approach and information to suit your organisation's requirements. Using the Adapt Authoring Tool you can even modify our courses yourself.

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Customer Complaint Handling

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Customer complaint handling

Keeping a record of complaints, compliments, and resolutions can also be a useful training resource that companies may refer back to.

Customer complaint handling is a key element of the FCA's consumer protection policy, which states that customers have a right to be treated fairly and complaints handled quickly, easily, and transparently. The way organisations handle complaints can therefore be viewed as a gauge of their culture, ethics, and commitment to the best interests of their customers.