Key Learning Points:
- What constitutes a complaint
- Appropriate handling of complaints
- Ensuring customers are kept informed
- Importance of keeping records of complaints
- What information to capture when logging an incident
- Appropriate time scales are for responding to a complaint
Course Overview
This immersive online training course covering Complaints and Compliments is designed to help organisations raise awareness of how employees can handle the process for receiving complaints and compliments.
The course particularly looks at the best practice around logging, managing and resolving complaints and compliments.
It also explains how to react and respond effectively and what the appropriate steps are for each instance and the importance of having and following a suitable policy for customer complaints and compliments.
Course Details
- Course duration: 15 minutes
- Engaging online course
- Certificate on completion
- Regular course updates
- Course can be tailored using Adapt Authoring Tool
Who Should Take This Course?
This eLearning course on Complaints and Compliments is suitable for any customer-facing employees
- Customers Services Representatives
- Complaints Handlers
- Support Team Members
- Account Managers
The Assessment
Learners will face a number of scenarios involving Johnnie and dealing with customer correspondence and helping Johnnie take the right decisions. Each time a learner gets the correct answer, they are helping Johnnie keep the customer rating up. To successfully complete the course, learners must answer 80% of the questions correctly and keep the customer rating up. On successful completion of the assessment, learners will receive a certificate of achievement. Learners can take the assessment again to improve their score.
2 Ways of Purchasing
You can purchase our courses individually or for even better value you can purchase the complete range of Compliance, Health and Safety or Performance Management courses in one neat bundle.
1. Individual Licenses
If you buy courses on an individual bases you pay a price per learner, per course per year. You can run these courses on your own LMS if Xapi/SCORM compliant or you can take them.
2. Complete Bundle
Buy all of the Compliance, Health and Safety or Performance Management courses in one great value package and receive unlimited benefits.
1. Individual Pricing
| Number of Learners | Cost (per year)
|
|---|---|
| 1 - 10 | 29 / per learner |
| 11 - 20 | 25 / per learner |
| 21 - 50 | 20 / per learner |
| 51 - 100 | 15 / per learner |
| 101 - 150 | 10 / per learner |
| 150+ | POA |
Exchange rates are updated regularly but are only intended as a guide.
2. Complete Bundle Pricing
If you buy all the Compliance, Health & Safety or Performance Management in a complete bundle, all features come as standard, no matter the size of your organisation!
| Number of Learners | Cost (per year)
|
|---|---|
| 1 - 100 | 30 / per learner |
| 101 - 200 | 25 / per learner |
| 201 - 300 | 21 / per learner |
| 301 - 400 | 18 / per learner |
| 401 - 500 | 15 / per learner |
| 501 - 750 | 12.50 / per learner |
| 751 - 1000 | 10 / per learner |
| 1001 - 2500 | 8 / per learner |
| 2501 - 5000 | 6 / per learner |
| 5000 - 10,000 | 5 / per learner |
| 10,000 + | POA |
- All courses in our catalogue
- New courses added regularly
- Branded, downloadable posters
- Customise Course Content for Your Team
- Astute eLearning Platform
- Regular course updates
- Dedicated Account Manager
- Unlimited help desk support
Exchange rates are updated regularly but are only intended as a guide. Prices are based on a 2 year contract.
Get a QuoteHandling Complaints Correctly
Dealing efficiently and fairly with a customer complaint is not just about good customer service. It can help protect your organisation's reputation and its brand. Your employees are on the frontline when dealing with customers and responding to any the complaints or concerns they may have. It is vital to train your staff on understanding the significance of effective customer complaints handling and maintaining good relations with their customers – even when things don't always run smoothly.
