Level:
For all staff
Accreditation:
This course is CPD certified.
Course Aims
This course is to develop your knowledge and understanding of how to handle complaints. You will also explore how complaints can be used to improve services.
The course begins by explaining what a complaint is and what it is not. You will learn how to deal with anonymous complaints.
In stage two, you will learn how to resolve complaints utilising a range of skills including building rapport, active listening and confirming understanding. Stage three will examine difficult behaviours including the attitude and behaviour of the complainant and unreasonable repeated complaints before exploring how to manage them by drawing on your assertiveness skills. The course ends with the identification of an individual’s right to complain and what they can do if a complaint to a service provider has not be resolved to their satisfaction.
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Learning Outcomes
On completion of this course learners should know and understand the following:
Course Syllabus Includes
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FAQs
If you are an organisation then simply get in touch and we can set you up with an account very quickly. Simply fill out the form below or call us on 020 3397 9734.
Yes, they are. Courses are CPD Certified and our Care Certificate is one of the first to be endorsed by Skills for Care.
This will depend on which model you choose, our unlimited access subscription model starts from 47p per person per month. The Pay As You Go option starts from 99p per course depending on how many course credits you buy. Both options offer extremely good value for money. Not only that, we promise to beat any like for like quote from any other UK eLearning provider. Call now on 020 3397 9734.
Courses are delivered online and work on any internet enabled device. As long as you have access to an internet connection you can complete courses when and where you like 24 hours a day.
Courses are fully certified. Once a learner successfully completes a course you are able to download the completion certificate FREE of charge.
Some of our shorter courses will typically take between 30 minutes and an hour to complete. Some of the bigger ones will take longer and depends largely on each individual’s learning speed.
We are passionate about customer service, which is why our 5000+ customers have rated us 5 stars!