Customer Service: Complaint Management

by Altura Learning

Closed Caption

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:

You recently viewed

Clear recently viewed

Seems like you're in . Would you like to go to your local Altura Learning website?