Great service is important from the very first interaction that your organisation has with a customer, but we know that things don't always go to plan. When problems lead to a customer complaint it's important that your staff are aware of how to respond and what procedures they should follow when it comes to handling complaints - helping to turn unhappy customers into loyal ones.
Consumers are becoming increasingly aware of their consumer rights, leading to an increase in complaints about bad service or products. And if the complaint isn't resolved to the customer's satisfaction, then you can be sure that they'll be sharing their experiences with friends, colleagues and even twitter followers.
Whilst many organisations still don't credit them with the importance they deserve, when processed properly complaints can offer your business amazing insights into key pain points in your customer service, offering the opportunity to quickly rectify issues as well as generating ideas for product development.
Dealing with complaints effectively also makes financial sense, as the negative repercussions of handling a complaint badly can lead to lost customers (existing and potential) and therefore lost revenue. Standing out to your target audience for good customer service will also help to positively differentiate you from your competitors.
Our solution to upskilling your staff in Complaints Handling? Complaints Management EssentialsPlus. Lasting for 55 minutes, this module will train your staff in the best way of handling and managing complaints as well as giving them the opportunity to practice dealing with difficult situations.
After completing this module, your employees will be able to:
- Identify a complaint
- Describe effective techniques to deal with complaints
- Identify and explore potential consequences of mishandled complaints
- Identify the techniques and behaviours for managing conflict effectively
- Describe the process of identifying the root cause of a complaint and explain how to log this.
Accredited Off-the-Shelf Elearning
Adding value for your learners, this course is certified for Continuous Professional Development (CPD) and has been endorsed by City & Guilds.
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