Complaint Handling

Course Description


If handled effectively, most complaints can be resolved without invoking a formal complaints procedure. When addressing grievances, the goal of all customer-facing staff should be to adopt a solution-focused attitude.

This course outlines the recommended approach to de-escalating complaints, and reinforces the importance of all customer-facing staff in reducing the number of formal complaints lodged.

Delivery Mechanisms: Lecturing/Group Discussion/Case Studies/Practical Exercises.

Course Content

  • Recognising & acknowledging why customers complain;
  • Types of complaint;
  • Principles of effective customer service;
  • Principles of effective complaint handling.
The Complaint Handling Process:
  • Stage 1: Informal Resolution:
    • Process requirements;
    • Roles;
    • Policy guidelines.
  • Stage 2: Escalation (aka The Formal Complaints Process):
    • Requirements;
    • Roles;
    • When it’s invoked;
    • How it’s invoked;
    • What complainant needs to know.
  • Stage 3: External Adjudication (e.g. NIPSO):
    • Role of NIPSO;
    • Possible outcomes;
    • What complainant needs to know;
    • Relevant documentation.
  • Appropriate skills & behaviour:
    • Attitude;
    • Behaviour;
    • Communication.
  • Investigating complaints:
    • The process;
    • Problem solving: Root Cause Analysis;
    • Questioning skills;
    • Recording accurate information.
  • Drafting responses:
    • Stage 1 responses;
    • Stage 2 responses.
  • Lessons learned:
    • Creating a culture of continuous improvement;
    • Taking action.
  • Skills practice at each stage.

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