Customer Service: Complaint Management
Course Description:
Complaints are an inevitable part of customer service. This course explores the elements of a positive complaints culture and explores ways that frontline staff can effectively manage complaints in a way that improves care outcomes for people in their care.
Learning Outcomes:
After completing this course, participants will be able to:
- Define a complaint and identify what supports a positive consumer focussed complaints culture.
- Identify the steps for managing a customer’s informal feedback and a complaint.
- Recognise how to promote continuous improvement in response to complaints.
- Identify how to reduce the likelihood of complaints.
Who is this course appropriate for:
This course is appropriate for all staff who work in the aged care industry.
Continuing Professional Development Hours:
Up to 8 hours can be earned completing this course.
You can earn 1 Continuing Professional Development (CPD) hour by completing the video and assessment questions. If you wish to extend your learning and earn up to an additional 7 CPD hours, you may download the extension exercise which is attached to this course.
View the trailer below to preview the course:
