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