Customer dissatisfaction and complaints credential covers the skills and knowledge that assist you in understanding and opportunities that arise when customers raise complaints. The advantages of implementing practices that promote a continuous cycle of improvement for your organisation.

The Customer dissatisfaction and complaints comprises of 2 micro-credential stacked courses of learning, followed by a completion of assessment tasks at the end of each skill level, to test the learner’s knowledge and understanding.

Course Series: 1 of 2

Course Award: Micro-Credential 

Course Duration: 2 Hours Course 

Complexity: Intermediate

It comprises 5 lessons of learning, followed by a completion quiz to test your knowledge and understanding.  By the end of this course, you will demonstrate understanding in:

  • Reasons that can lead to dissatisfaction in a retail environment.
  • Insight into practices and strategies that can be implemented when dealing with customer complaints.
  • Procedures and policies to apply when processing refunds and exchanges.
  • Practices to follow when referring and reporting complex complaints
  • Effective communication skills that can assist when dealing with dissatisfied customers or complaints. 




Course curriculum

  • 1

    Introduction

    • Customer dissatisfaction and complaints
  • 2

    Lesson 1

    • Welcome
  • 3

    Lesson 2

    • Customer difficulties, problems and consequences
  • 4

    Lesson 3

    • Recognise customer dissatisfaction and respond to complaints
  • 5

    Lesson 4

    • Referring and reporting complex complaints
  • 6

    Lesson 5

    • Effective communication skills
  • 7

    Test your knowledge

    • Instructions before taking the test

    • Next steps
  • 8

    The boring stuff

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