Market research tells us that for every customer complaint a business receives, many more customers have valid complaints they don’t bother to tell you about. Research also shows that dissatisfied customers will tell more people about their experience than a happy customer. The impact a complaint has on your business is largely determined by you.
If complaints are handled poorly, customers may withdraw their business and encourage others to do the same. Complaints that are handled well may help you retain existing customers and could result in new customers being referred to your business.
This course provides service managers with tools, resources and knowledge essential required in managing complaints and difficult customers, and guidance of developing the policies and procedures to embed efficient complaints resolution and service recovery in the organization.
- Suitable For: First-line Managers and Customer Service Professionals
- Course Duration: 20 Hours
- Access Duration: You will have access to your course for 90 days from date of purchase
- Certification: Download your Certificate on completion
- Additional Resources: Download Learners manual, additional articles and worksheets
Lesson 1 – Getting Started
Video – How NOT to handle a customer complaint
SECTION 1: COMPLAINTS RESOLUTION
Lesson 2 – The Importance of Complaints Resolution
Video – Top Strategies for Customer Retention
Lesson 3 – Resolving Complaints
Video – Handling Complaints in Retail
Lesson 4 – Handling Customer Complaints
Managing Complaints – Quiz 1
SECTION 2: MANAGING DIFFICULT CUSTOMERS
Lesson 5 – Understanding Difficult Customers 1
Video – How to deal with an angry customer
Lesson 6 – Working with Difficult Customers 2
Lesson 7 – Dealing with Anger
Video – Getting an angry customer to back down
SECTION 3: MANAGING THE COMPLAINTS PROCESSES
Lesson 8 – Service Recovery 1
Video – The Best Service Recovery Story
Lesson 9 – Service Recovery 2
Video – Not the best way!
Lesson 10 – Complaints Policy and Procedures
Lesson 11 – Wrapping-up
Managing Complaints – Quiz 2
Managing Complaints – Course Evaluation
CERTIFICATION: DOWNLOAD YOUR CPD CERTIFICATE ON COMPLETION