Outline what Jamie could cover at a training session to enable staff to deal with customer complaints effectively. - Scottish Highers Administration and IT - Question 3 - 2023

It is crucial for the staff to understand the company's policy regarding compensation and refunds. This knowledge will empower them to make informed decisions when handling complaints and ensure consistency in responses.

Training should clarify which personnel are responsible for handling various types of complaints. This ensures that complaints are directed to the appropriate individuals who can address them efficiently.

Staff must be made aware of the timelines for acknowledging complaints. A prompt acknowledgment helps reinforce customer trust and demonstrates that their concerns are taken seriously.

The training session should cover effective methods for providing feedback to customers. This includes communication techniques that show empathy and assure customers that their concerns are being addressed.

Educating staff on the importance of having a single point of contact for each complaint can enhance accountability and streamline the complaint resolution process.

Staff should be informed that they have a maximum of 28 days to resolve a complaint. This timeframe ensures that customer issues are addressed in a timely manner.

It is important for staff to become familiar with the internal procedures for handling complaints, ensuring that they follow the established protocol consistently.

Finally, training should emphasize that all customer complaints must follow the same standardized process. This ensures fairness and consistency in how complaints are managed.