This course is also available as in-house training; contact Skills Pad to find out more.
It is a popular idea that bad news spreads faster than good news. When a customer has a bad experience, they are likely to tell ten other people about it, which is why proper complaints handling matters as a recovery process, giving you a second chance to put things right for your customers.
In most cases the customer is key, and losing one could mean losing many more. You’re expected to listen carefully, admit your faults, accept responsibility, apologise and try to resolve issues, all within your company’s guidelines and policies. It’s important to see complaints as opportunities to make customers feel better about your products and services and generate repeat business, because when complaints are not handled properly, it could make or break your business. This course guides you towards better complaints handling procedures.
You will learn:
- Why complaint handling is good for business
- The effects of complaint handling on customer satisfaction
- How to effectively handle customer complaints
- The importance of proper complaints handling
The course consists of 1 module (0.75 hours of learning) with a quiz, and sits within our business courses, alongside our wider sales and customer service courses.
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