Complaints Resolution
This complaints resolution training module equips employees with skills and strategies to handle customer complaints professionally and effectively.
Understanding Complaints Resolution
This complaints resolution training module equips employees with skills and strategies to handle customer complaints professionally and effectively. It outlines why customers complain, how to respond using empathy and active listening, and the importance of follow-up and system improvement. The course walks through an eight-step resolution process and provides best-practice advice for handling complaints across in-person, phone, email, and social media channels.
By the end of this module, you will be able to understand:
- The importance of responding well to customer complains
- How to respond to customer concerns confidently and consistently
Relevant Australian Legislation:
- Australian Consumer Law (ACL) – Part of the Competition and Consumer Act 2010 (Cth), which outlines consumer rights and fair business conduct.
- Equal Opportunity and Anti-Discrimination Laws – Relevant in ensuring respectful and inclusive complaint handling.
- Privacy Act 1988 (Cth) – Applicable when dealing with personal infor
This module will take approximately 25 minutes to complete.
