Introduction
In this first section we introduce you to your Complaint Handling course, and explain what to except and how the course works.
Complaint Handling
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.
Complaint Situations Scenarios
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.
Summary
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.
Course Details
42 minutes
English
Keith Sleightholm
English
Complaint Handling Level 1 (VTQ) at a Glance
- Ideal for many different workplaces including the health and social care sectors
- Learn how to deal with complaints
- Learn about telephone etiquette
- Be more confident in face to face meetings
- Gain complaint handling ideas that you can apply to your workplace
- Learn how your actions can not only defuse a situation but also keep you safe in a potentially dangerous situation.
- This qualification and most of the other ProTrainings qualifications are Endorsed by TQUK