Management >> Marketing Sales

Complaint Handling & Management

MS116

Location

Duration

Date

Fee inclusive of VAT

Course Overview

ThisCustomer Complaint Handling Training Courseaims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.

Course Objective

  • Understand what a complaint is and why people complain
  • Know what drives complaints in their individual organisation
  • Understand the skills and approaches needed to deal with customer complaints
  • Be more pro-active in identifying and fixing the things that cause complaints
  • Have a process to follow when dealing with a dissatisfied customer

Who Should Attend?

Anyone in a customer facing role (face to face and telephone) who deals with complaints.

Course Outline

  • Why People Complain
  • Complaint Handling Skills
  • Getting to the Root Cause
  • Dealing with Complaints
  • Being Pro-active
  • Complaints Procedure

Training Methodology

  • Presentation & Slides
  • Audio Visual Aids
  • Interactive Discussion
  • Participatory Exercise
  • Action Learning
  • Class Activities
  • Case Studies
  • Workshops
  • Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

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