Customer Complaint Handling
Training
Online
Description
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Type
Training
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Level
Beginner
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Methodology
Online
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Duration
Flexible
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Start date
Different dates available
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Delivery of study materials
Yes
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Support service
Yes
Learn how to handle a customer complaint professionally and effectively with this online course. Builds both your confidence and your skills to handle all types of complaint - whether made in person, by telephone or by email. Learn at your own pace and at a time to suit you.
Facilities
Location
Start date
Start date
About this course
Use this course to:
• Develop or fine-tune your knowledge and skills to achieve career progression
• Gain background information about your chosen career
• Improve promotional opportunities or transition to a new profession
• Help build your CV
• Show your commitment to lifelong learning and continuous professional development
The course is ideal for those in or thinking about a career in customer services. If you have recently been promoted to your first customer service position you will also find this course invaluable.
There is no experience or previous qualifications required for this course. It is available to everyone.
You will require a laptop or pc with internet access as this is an online course.
You can print a personalised certificate on completion of the course.
Once you have purchased this course you will be sent an email with an access key and full instructions on how to log in to the course. You then take the course at your pace. The access key is valid for 90 days from date of purchase.
Reviews
Subjects
- Customer Service Skills
- Customer Care
- Customer Service
- Customer Retention
- Skills Communication
- Customer relationship
- Customer satisfaction
- Managing Complaints
- Complaint handling skills
- Customer complaint handling skills
Teachers and trainers (1)
Hannah Brown
Virtual Tutor
Course programme
Introduction
Tutorial 1: The Hidden Opportunities
- The nature of complaints
- Complaints as an opportunity
- Types of complaint
- An important rule
- Handling complaints
- Questions to ask
- Handling minor complaints
- Example
- Using the right words
- Phrases to avoid
- When the customer has caused the problem
- Your final words
Test Questions - Tutorial 1
Tutorial 2: Complaints made face to face or by telephone
- Handling complaints made in person
- Taking comprehensive notes
- Checking the facts
- Talk to the right person
- Beware standard solutions
- Responding to the complaint
- When a colleague caused the problem
- When your company has made a mistake
- Resolving the complaint
- Do not exceed your authority
- Preventing misunderstanding
- Rejecting a complaint
- Ending the conversationTest Questions - Tutorial 2
Tutorial 3: Complaints made in writing
- Responding to written complaints
- Initial response
- Example 1
- Example 2
- Resolving the problem
- When the complaint is justified
- Example
- Answering partially justified complaints
- Answering unjustified complaints
Test Questions - Tutorial 3
Tutorial 4: Preventing complaints
- The Best Way to handle complaints
- Preventing complaints
- Preventing transport complaints
- Anticipating complaints
Test Questions - Tutorial 4
Personalised Certificate
Complaint record template
Post course exercise plus model answers document
Additional information
Customer Complaint Handling