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Customer Service: Complaint procedures - a structure for solutions

  • About This Course
    Complaints in the customer service sector are inevitable. No matter how hard you try to deliver excellent customer service, there will always be someone who isn’t completely satisfied. And this dissatisfaction often leads to a formal complaint if it isn’t seen to appropriately. Because of this, if you work in customer service, it is important that you understand how to deal with issues effectively by following the correct complaint procedure. If you don’t, you may find yourself causing more problems than you resolve. Customer Service: Complaint procedures – a structure for solutions has been created to show you the correct way of dealing with unhappy customers by outlining the approach you should take in order to solve issues and prevent them from occurring in the future. 

    Who is this course for?
    Customer Service: Complaint procedures – a structure for solutions is designed for anyone working in customer service who wishes to deliver an outstanding, professional service to every customer by appropriately dealing with their issues or complaints. 

    What will you get from this course?
    Customer Service: Complaint procedures – a structure for solutions will equip you with the knowledge and skills to deal with even the most difficult of customers and situations. You will adhere to complaint procedure and be able to resolve customer issues quickly, whilst creating solutions to recurring issues in order to avoid future complaints. Upon course completion, you will also perceive complaints not as signposts for failure, but as opportunities for growth, development and improvement.  

    When you have completed this course, you will be able to:
    • Understand the situations that often cause customers to complaint 
    • Recognise the early warning signs of a customer complaint 
    • Establish exactly what the issue is and come up with the appropriate solution 
    • Know and understand how to process customer service complaints 
    • Effectively deal with complaints 
    • Identify and record recurring issues 
    • Create solutions to prevent problems from recurring in the future 

    Course features 
    • Interactive, audio-led content with videos for an engaging study programme 
    • Practice activities and scenario-based exercises to test your understanding 
    • Advice and tips from experts in the customer service sector 
    • Additional course resources to take your study further 
    • Glossary of useful terms and phrases 
  • Course lessons
    • Get the basics – preventing complaints, dealing with complaints and avoiding repeated problems 
    • Show you know – put your understanding of dealing with a dissatisfied customer to the test with a scenario-based exercise 
    • Get the context – see your learning about remaining calm under difficult circumstances, acting fast to solve a problem, finding a solution by involving management, and problems caused by lack of procedure being applied in the real world 
    • Take it further - consolidate your knowledge by exploring additional resources 
    • Gather the evidence - understand the process of gathering evidence for your qualification
  • Accreditation

    This course has been accredited by Online Academies. On successful completion of this course you will be able to download or print off a PDF of your Online Academies Certificate (please note: you will also be given the opportunity to have a hard copy of the certificate printed off and posted out to you for a small additional charge). If you would like to view a sample of the certificate, please click here.

    On completion of your course you will also be able to have your certificate endorsed and accredited by the CPD Certification Service for recognised CPD Hours.

    The CPD Certification Service was established in 1996 as the leading independent CPD accreditation institution operating across industry sectors to complement the Continuing Professional Development policies of professional institutes and academic bodies. The CPD Certification Service provides recognised independent CPD accreditation of our courses.



    At the conclusion of each module there is a multiple choice question assessment. This will help you remember the main points of the lesson and act as a check that you have retained the essential knowledge and understanding of that particular section. The results can be seen instantaneously and you can correct wrong answers. When the result is satisfactory you can progress to the next module.

    Course Outcomes

    Once you have successfully completed all the modules for your course you will be awarded:

    A Diploma issued by Online Academies

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Why you should learn with us - Our Accreditors
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