In business, complaints are only viewed in a negative light by those who lack the skills to deal with them proactively. Complaints give an organisation the unique opportunity to demonstrate its customer service commitment and capabilities. Though the severity and nature of complaints will always differ, each example gives the business every chance to turn a negative into a positive. Not to mention, the opportunity to highlight its professionalism and dedication to a much wider audience. Every complaint is unique, calling for an established and effective customer complaint handling procedure. Complaints represent the kind of critically important feedback every business needs to grow, evolve and improve. Which is why the worst thing any business can do is approach complaints negatively, or simply ignore them altogether.
This inspiring tutorial has been designed for senior customer service staff, business owners, managers and anyone involved in complaint handling. Study a breakdown of the effective customer complaint handling procedure, along with common reasons for customer grievances and the different types of complainers. Explore a series of guidelines for proactive complaint management, how to determine adequate solutions to customer problems and the importance of both monitoring and reviewing complaint handling standards..
This is a standalone course and assumes no prior knowledge.
|Course at QLS|