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 Customer Service 4 – Correctly Coping with Complaints

What is this course about?   

This Customer Service: Correctly Coping with Complaints course will help you to 

uncover the reason you received a complaint from a customer and how to solve the problem in order to retain that customer. Asking the right questions helps you get to the root of the complaint and resolve the issue. By preparing for complaints ahead of time, maintaining positivity, and keeping your emotions out of the situation you can address customer complaints efficiently and create loyal customers. 

  • Course format:   

This is an online course where you will learn as part of a group and take part in practical activities, all in a relaxed and friendly environment.  

Who will benefit from attending?  

Anyone who is required to interact with customers and would like to improve their knowledge of customer service and develop and practise their skills. 

What will I learn?  

  • How to find positive ways of dealing with complaints made by customers.  
  • List the types of complaints that are commonly made by customers. 
  • Identify appropriate people that need to be informed in response to a complaint made by a customer. 
  • Identify the details of a customer’s complaint that need to be recorded. 

How long is the course?  

This is run as a single 2-hour session, with some activities to do at home to help you practise your skills.   

This course is the first in the customer service suite of courses.  

Will I be assessed?   

Before starting the course, you will be asked to complete an initial survey on the itslearning Virtual Learning Platform. The survey looks at your starting point at the beginning of the course and questions your knowledge and feelings about topics which will be covered during the course. It is important to work independently and be honest and open with these questions to ensure that your tutor can effectively support your learning. During the course, your tutor will assess your progress in group and individual activities to ensure that you achieve the course criteria and are working towards your personal goals.  

 Entry Requirements: 

FaCL online courses are funded by the education and skills funding agency. Courses are no cost to learners if they are 19+ and have been a resident in UK/EU for 3+years.  

and if you can tick any of these criteria:  

  • have less than 5 GCSEs grades a-c  
  • in receipt of benefits   
  • are a service family  
  • are a family with SEN children  
  • are unemployed  

If you are unsure if you are eligible, we are always happy to talk things through carefully.  




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