Managing Complaints

Global Management Academy

Short course

Online

£ 59 VAT inc.

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Description

  • Type

    Short course

  • Level

    Beginner

  • Methodology

    Online

  • Class hours

    20h

  • Duration

    Flexible

  • Start date

    Different dates available

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.

Facilities

Location

Start date

Online

Start date

Different dates availableEnrolment now open

About this course

This course provides managers with the tools and resources to better manage customer complaints, manage service recovery, manage difficult customers, and develop the policies and procedures to embed efficient complaints resolution and service recovery in the business.

Experienced Supervisors, and Managers

CERTIFICATION: - Global Management Academy Certificate.

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Reviews

Subjects

  • Complaints
  • Managing Complaints
  • Difficult Customers
  • Customer Manager
  • Customer Service
  • Customer Care
  • Customer Complaint Management
  • Angry Customers
  • Internal Customers
  • Difficult People

Teachers and trainers (1)

James Johnston

James Johnston

Director of Studies

James is the ILM Program Director at Global Management Academy. James has an MBA and MA Education, and has 30 years of experience in Senior Management, Business Consulting and ownership of several companies, including software and consulting companies in Australia and Britain.

Course programme

The content of this course includes:

  • The Value of Complaints
  • Reasons why customers complain

  • Key Areas that lead to Customer Dissatisfaction

  • The Importance of Complaints Resolution
  • Empower Employees to resolve Complaints
  • Best Practice in Complaints Resolution
  • Solving Customer Problems
  • The Problem Solving Method
  • Understanding Difficult Customers
  • Working with Difficult Customers
  • Working with Internal Customers
  • Dealing with Angry Customers
  • The Cycle of Anger
  • Managing Personal Anger
  • Understanding Service Recovery
  • Preventing Dissatisfaction
  • Implementing Service Recovery
  • Developing Complaints Policies
  • How to develop a good complaints policy
  • Developing Complaints Procedures
  • Learning from Complaints

Additional information

ACCESS DURATION: - 90 days from the date of purchase.

See related categories

Managing Complaints

£ 59 VAT inc.

The best Customer Management courses

See all

See all