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In this first section we introduce you to your Complaint Handling course, and explain what to except and how the course works.
In this section we look at identifying a complaint, and how to handle it. We look at both face to face customer service, and customer service over the telephone. The NHS has a set process for making complaints and in this section we will state exactly what they say. Finally, we look at handling personal abuse.
In this section we give you three different scenarios (telephone customer service, face to face customer service, and language barriers), and show you examples of both good and bad customer service.
In this final section, we summarise the Complaint Handling course, and explain how the final test works. We then give you further information about the course resources which are available.
