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Managing Complaints and Difficult Customers

Global Management Academy Ltd

Summary

Price
£119 inc VAT
Or £39.67/mo. for 3 months...
Study method
Online
Duration
20 hours · Self-paced
Qualification
No formal qualification
Certificates
  • Certificate of completion - Free
Additional info
  • Tutor is available to students

Overview

This course provides managers with the tools and resources to better manage customer complaints, manage difficult customers, and develop the policies and procedures to embed efficient complaints resolution and service recovery in the organization.

Market research tells us that for every customer complaint a business receives, many more customers have valid complaints they don't bother to tell you about. Research also shows that dissatisfied customers will tell more people about their experience than a happy customer. The impact a complaint has on your business is largely determined by you. 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.

Description

The content of this course includes:

  • Reasons why customers complain
  • Key Areas that lead to Customer Dissatisfaction
  • The Importance of Complaints Resolution
  • Empower Employees to resolve Complaints
  • Best Practice in Complaints Resolution
  • Solving Customer Problems
  • The Problem Solving Method
  • Working with Difficult Customers
  • Working with Internal Customers
  • Dealing with Angry Customers
  • Managing Anger
  • Understanding Service Recovery
  • Preventing Dissatisfaction
  • Implementing Service Recovery
  • Developing Complaints Policies and procedures
  • Learning from Complaints

Learning with Global

Online courses at Global Management Academy are IPad, Android and Mobile Phone Compatible, and comprise:

  • Online presentations
  • Online quizzes
  • Online videos
  • Downloadable learning manual / workbooks / templates/ articles (manuals contain between 60 and 100 pages)
  • Continuous Tutor support throughout the course

You will have access to your course for 90 days from the date of purchase

Who is this course for?

All staff and business owners who need to develop an in depth understanding of their markets

Questions and answers

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Certificates

Certificate of completion

Digital certificate - Included

Reviews

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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