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L1: First-Line Management → L1: Operations and Quality

Managing Complaints and Difficult Customers (1O03)


Description
COURSE OVERVIEW:

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 the tools and resources to better manage customer complaints, , manage difficult customers, and develop the policies and procedures to embed efficient complaints resolution and service recovery in the organization.

COURSE DETAILS
- Suitable For: First-Line Supervisors and Customer Service Staff
- Course Duration: 20 Hours
- Certification: Download your Certificate on completion
- Additional Resources: Download Learners manual, additional articles and worksheets

SEE COURSE EXCERPT BELOW:

Content
  • Managing Complaints 1 - Getting Started
  • Video - How NOT to handle a customer complaint
  • Section 1: Complaints Resolution
  • Managing Complaints 2 - The Importance of Complaints Resolution
  • Video - Top Strategies for Customer Retention
  • Managing Complaints 3 - Resolving Complaints
  • Video - Handling Complaints in Retail
  • Managing Complaints 4 - Handling Customer Complaints
  • Managing Complaints - Quiz 1
  • Section 2: Managing Difficult Customers
  • Managing Complaints 5 - Understanding Difficult Customers 1
  • Video - How to deal with an angry customer
  • Managing Complaints 6 - Working with Difficult Customers _2_
  • Managing Complaints 7 - Dealing with Anger
  • Video - Getting an angry customer to back down
  • Section 3: Managing the Complaints Processes
  • Managing Complaints 8 - Service Recovery 1
  • Video - The Best Service Recovery Story
  • Managing Complaints 9 - Service Recovery 2
  • Video - Not the best way!
  • Managing Complaints 10 - Compliants Policy and Procedures
  • Managing Complaints 11 - Wrapping-up
  • Managing Complaints - Quiz 2
  • Managing Complaints - Course Evaluation
Completion rules
  • You must complete 90.00% of the content
  • Leads to a certificate with a duration: Forever
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