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.”QLD Government Business Website link – advise on managing customer complaints
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
How to proactively control all the aspects of giving your customer credit. How to manage your accounts receivables effectively. The Debtor’s Ledger Management Course provides strategies to achieve this and more.
What are the essential skills required to effectively collect outstanding customer debt? How can a small business owner deal with customer excuses? Learn these skills and more in the Effective Debt Collection Strategies Course.
Every business needs a complaints policy, but policies and procedures are not easy to write. The Complaints Policy Course’s step by step guide for creating the complaints policy, makes the task easier.
Phoning for outstanding payments confidently and responding to customer excuses can be difficult for some people. The Collections Phone Script Course provides questions and advice to prolong the conversation with the goal of getting a commitment for payment