Complaints Handling – Level 1

LEARNING OUTCOMES

This module provides staff with skills and strategies for managing customers effectively and efficiently, while being aware of the possible underlying needs of the customer, it is designed specifically for those coming into regular/high volume contact with customers either by telephone or face-to-face, participants will have a better appreciation and what they can do to over come them.

COURSE CONTENT

> Introduction
> The customer’s perspective
> Assessing a complaint
> Receiving a complaint
> Drawing the line
> Communication strategies
> Healthcare complaints
> De-stressing and de-briefing
> Knowledge test