The handling and processing of customer complaints are often a common task for many workers as complaints will occur even in a business that is managed well and operates effectively.

Studying this unit will give you the theory of how to handle complaints, but real learning will come from handling customer complaints in the business and dealing with real life situations and customers. This is essentially a communication and problem solving unit.

$85.00 Price

105 mins Estimated Time

Components in this Module

1 - Process Customer Complaints

  • Introduction
  • Handling Complaints Effectively
  • Implications of Customer Complaints
  • Customer Complaint Consequences

2 - Customers

  • Who are my Customers?
  • Customer Expectations
  • Good Service
  • Good Products
  • Typical Complaints
  • Personal Safety
  • Turning Complaints into Opportunities
  • Turning Complaint into Opportunity
  • Checkpoint 1

3 - Policies

  • Policies and Practices
  • Code of Practice
  • Australian Consumer Law
  • Anti-discrimination
  • Privacy
  • Checkpoint 2

4 - Communication

  • Communication
  • Barriers to Good Communication
  • Complaint Methods
  • Document Complaints Challenge
  • Effective Communication
  • Verbal Communications
  • Written Communication
  • Social Media
  • Social Media Response
  • Business letter
  • Listening
  • Styles of Listening
  • Manners, Sensitivity and Respect
  • Responding to Complaints
  • Discriminatory Language
  • Checkpoint 3

5 - Handling Complaints

  • Customer Complaints Procedure
  • What not to do!
  • Handling a Complaint
  • Review the Information
  • Inform Customer
  • Negotiate Solutions
  • Compensation
  • Not Justified
  • Conducting Negotiations
  • Complaint Register
  • Referrals
  • Make Information Available
  • Finalise the Process
  • Bad Example of Handling a Complaint
  • Good Example of Handling a Complaint
  • Checkpoint 4
  • Congratulations


No previous knowledge or experience is required.

How long?

The online courses are made up of a number of learning modules. Each module has an estimated time to complete them (click on the ‘i’ next to the module to get the time).
The time to complete a module can vary based on your existing knowledge of the material.
No need to finish the course in one session. You can log in and out as many times as you like, until the course end date. The course end date is shown when entering the training. The system remembers what you have completed and you can continue on from where you left off.

How does it work?

Once we receive confirmation of your payment (which could take up to 24 hours), you will receive an email with your login details. Go to the login page which will be emailed to you. Enter your details then click on the name of the course when you are ready to start.

How do I pay?

Pay with mastercard or visa through our secure PayPal internet payment facility. You can also select to ‘Generate an Invoice’ or ‘Make An Enquiry’ and we will get back to you with a group pricing as a quote or submission for you to respond to.

Who should do this course?

These courses are for anyone who wants to learn more or wants to extend their resume by becoming more knowledgable in their company.

How will I be assessed?

Each module is broken into sections with checkpoints, interactive challenges and quiz questions throughout. You are required to go through each section and answer every question correctly to be deemed competent. If you answer any questions incorrectly, you will be given feedback on which question you answered incorrectly. You can then correct your response and continue.

Will I receive a certificate?

These are non accredited corporate-based short courses and if successful you will receive a Certificate of Completion.

Steps to proceed with enrolling in a Course

Step 1 – Select a Course(s) by adding it to the Shopping Cart.
Step 2 – Pay for the course (using Paypal).
Step 3 – Once we have received the payment we will send you an email confirming your order.
Step 4 – This email will have instructions for connecting to the course, your login ID and password.
Step 5 – Complete the online course.
Step 6 – Once the course has been successfully completed, you will have access to your certificate.

If you have any problems or questions just call us on (02) 9635 0477 or email

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