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Complaint Handling & Management

MS116

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  • 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

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

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