BSBCMM301 Process customer complaints Release 1 describes the skills and knowledge required to handle formal and informal negative feedback and complaints from customers. It includes information on how to:

-respond to complaints
-refer complaints
-exercise judgement to resolve customer service issues

It contains learning content, case studies and examples, practice tasks and learning checkpoints.

Learner guides

• Product Code: BXCMM301
• ISBN: 978-1-76059-317-9

Support resources

• Product Code: BSCMM301R1T
• ISBN: 978-1-76031-033-2