Responding to Customer Complaints Course
The course is specifically designed for front-line employees who may not have the authority to resolve complaints. Responding to Customer Complaints Course teaches communication skills required to deal with the initial response to a customer’s complaint and not about solving the problem. The goal is to maintain a good customer relationship during the complaint process.
It is important that employees learn complaint handling skills to preserve the customer business relationship, as loyal customers can be promoters of your business
This is what the Queensland Government Business website advises: “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.”
QLD Government Business Website link – advice on managing customer complaints
Course Topics:
- A list of the reasons customers complain
- Customer relationship building while dealing with a complaint call
- Identifying types of complaints
- How to create a complaint form
- Completing the complaint form
- Dealing with the initial complaint call
- Communication skills needed to deal with a customer complaint
- Dealing with difficult customers
- The complaint process in perspective
1 hour Online Video Lecture Course – 9 lectures – (watch preview video below)
Downloadable resources included in the course: Complaints form and flowcharts
Course Cost: $82.50 Enrol in Responding to Customer Complaints Course
Download the course content document for a description of all the lectures
Watch this 2.5 minute preview video & intro to the Responding to Customer Complaints Course
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