Question: Respond to customer complaints by: using effective communication techniques (eg open and closed questions, active listening, empathy, clarifying) to discuss, process and resolve complaints accessing

Respond to customer complaints by:

  • using effective communication techniques (eg open and closed questions, active listening, empathy, clarifying) to discuss, process and resolve complaints
  • accessing reports relating to customercomplaints, document and review prior to response
  • making decisions based on legislation, organisational policies and codes
  • negotiating with customer to resolve complaints to ensure a positiveoutcome is achieved
  • recording complaints in an appropriate register
  • informing the customer ofthe outcome when the complainthas been investigated and resolved

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