Description

Responding to Customer Complaints

The ‘Responding to Customer Complaints’ course is specifically designed for front-line employees who may not have the authority to resolve complaints.  It teaches communication skills required to deal with the initial response to a customer’s complaint and not about solving the problem.  Maintaining a good customer relationship during the complaint process is a vital goal.

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.”

Course topics include:

• A list of reasons why 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

Downloads in the Course:

• Complaint form template
• 2 flowcharts

Companion Courses for Responding to Customer Complaints

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