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COMPLAINTS MANAGEMENT FRAMEWORK

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HOW TO MANAGE COMPLAINTS

SCOPE

This lesson provides you with the knowledge and skill to be able to identify a customer complaint, and manage these effectively and efficiently, in accordance with the correct procedure, while ensuring that complainants are treated fairly at all times.

The lesson is broken up into 9 topics. You will be assessed at the end of each topic and the pass mark for each topic is 80%. You are not limited in the number of attempts to pass any topic, but each topic must be successfully completed before you can move onto the next one.

LEARNING OUTCOMES: