Resolve customers’ complaints

Understand the monitoring and resolution of customers’ complaints.

1.1

Assess the suitability of a range of monitoring techniques for customers’ complaints.
1.2

Explain how to identify those complaints that should prompt a review of the service offer and service delivery.
1.3

Explain negotiating techniques used to resolve customers’ complaints.
1.4

Explain conflict management techniques used in dealing with upset customers.
1.5

Explain organisational procedures for dealing with customer complaints.
1.6

Explain when to escalate customers’ complaints.
1.7

Explain the cost and regulatory implications of admitting liability on the basis of a customer complaint.
1.8

Explain the advantages and limitations of offering compensation or replacement products and/or services.

Be able to deal with customers’ complaints.

2.1

Confirm the nature, cause and implications of customers’ complaints.
2.2

Take personal responsibility for dealing with complaints.
2.3

Communicate in a way that recognises customers’ problems and understands their points of view.
2.4

Explain the advantages and limitations of different complaint response options to customers.
2.5

Explain the advantages and limitations of different complaint response options to the organisation
2.6

Keep customers informed of progress.
2.7

Agree solutions with customers that address the complaint and which are within the limits of their own authority.
2.8

Record the outcome of the handling of complaints for future reference.
2.9

Adhere to organisational policies and procedures, legal and ethical requirements when dealing with customers’ complaints.

Assessment Guidance