Process and manage complaints

Welcome to the workshop – Process customer complaints.
This workshop describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers.
It applies to individuals who apply a broad range of competencies and may exercise discretion and judgment using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

Workshop outcomes:

• Respond to complaints
• Refer complaints
• Exercise judgement to resolve issues
• Report and handle health related complaints
• Provide relief surrounding complaints within person-centered service industries such as support care