Learn strategies to turn the potential negatives of a customer complaint into positive outcomes for your customer and your organization.
Does your organization encourage customer complaints? Do you make it easy for customers to register a complaint? If the answer to either of these questions is ‘no’ then you may be missing a significant opportunity to improve your business.
YOU WILL LEARN HOW TO
Evidence suggests that most complaining customer who has their complaint resolved to their satisfaction are likely to do business with you again! This means that effective management of customer complaints offers a strategic opportunity to enhance your reputation and further develop your business. To do so, you need to create the right culture, develop a sufficient complaints handling process and become a learning
In order to do so, you need to create the right culture, develop an effective complaints handling process and become a learning organization, accepting that a complaint is a gift of feedback on your performance. This short, practical course, will help you to develop an organizational competency to manage complaints successfully.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.
COURSE OUTLINE