Description

Welcome to Process customer complaints course. This course has been designed to provide you with the knowledge and skills required to handle formal and informal negative feedback and complaints from customers.

About this course

Training Provider: OHS.com.au with AlertForce (RTO Code 91826)

Location: Online

Course length: Approx. 4 hours (awareness version)

Time: Self-paced

Certification / Accreditation: Certificate of Completion* or Statement of Attainment depending on what is purchased

CPD Points: Yes. 4 points as certificate of completion or 5 points as Statement of Attainment.

Background – What is customer complaint?

Customer complaints are a sign of a problem. They are also an important component in an organization. Complaints provide valuable prompts for reviewing organisational performance and the conduct and work of those who work for and within it.

A complaint is "an expression of dissatisfaction directed at or about an organization, with respect to its products or services, staff, or the handling of complain, where a resolution or response is explicitly or implicitly required or legally required". 

Complaints can be filed directly to the organisation by customers and members of the public, as well as through other channels such to Members of Parliament, statutory officers, but not about the organisation.

Research shows that business owners who are responsive to customer complaints can turn them into loyal customers or even brand advocates.

In fact, a study by Harvard Business Review found that customers who have their complaints handled in less than 5 minutes go on to spend more on future purchases.

Simply stated, customer complaints can be very profitable to your business if you are able to resolve the problem quickly.

Establishing formal guidelines and policies is a great way to ensure your customers have a positive experience.

Aims and Objectives of this course

This course Process customer complaints (based on BSBCMM301) will help you earn the skills necessary to establish formal guidelines and policies in helping to log, investigate and resolve customer dissatisfaction and problems. 

The guidelines and policies are meant to:

1. Turn dissatisfied customers into satisfied customers
2. Align your customer service team’s response and actions
3. Analyse your business areas to improve experiences 

Our Process customer complaints course is based on the unit of competency of BSBCMM301. Whilst this course is not nationally recognised, it follows the learning outcomes and elements associated with that unit. The course contains

1. Narrated e-learning learning resources online 
2. Online Assessment tasks
3. Ability to download your Certificate of Completion once assessment tasks are completed

What will you learn by completing the training course?

This course will include an understanding of awareness of the relevant legislation and your responsibilities in processing customer complaints.

Learning outcomes include:

1. Respond to complaints
2. Refer complaints 
3. Exercise judgment to resolve customer service issues

How Is the Training Delivered?

Process customer complaints course is available online and completed in your own time. This Process customer complaints training course is based on the learning outcomes outlined above.

The course is typically designed to be completed in a minimum of four hours. However, the exact length of the course may depend on your ability and prior knowledge around the subject. 

As the training is delivered online, you are able to complete it at your own pace.

What Accreditation Will You Get?

After completing the Process customer complaints course, an assessment is conducted to determine if you have understood the information presented during the training course. If you pass this assessment, you receive a Certificate of Completion.

IMPORTANT NOTE whilst this course is based on the learning outcomes of the course provided, it is important to note that it is not a Nationally Recognised Statement of Attainment unless you opt for that option. Nationally Recognised training is only really required If you specifically require that unit of competency for a qualification or licence (typically this will require a practical component, further assessment and increased costs).

This course has been designed to comply with the best practices of national health and safety standards. Terminology has been chosen for clarity and ease of comprehension across jurisdictions. For example, ‘employer’ has been used to signify the broader term ‘PCBU’, while ‘WHS’ represents both work and occupational health and safety.

This training is not a substitute for professional legal advice. If you require further advice or information, please contact the health and safety regulator in your jurisdiction.

A Certificate of Completion is issued on successful completion of the course and you are required to get an 80% pass mark to be deemed as understanding the content. It is recommended that training is conducted every 2 years to stay refreshed.

Is the course tax deductible?

Whilst you should get advice from your financial advisor to confirm, generally speaking further training and education related to advancing your career is 100% tax deductible.

Approx. run time: 4 hours