Customer Service Complaints Handling
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Try to avoid panicking when managing a complaint even if the customer becomes angry. The most important goal is to turn their pessimistic/negative approach into an optimistic/positive one, but arguing back will definitely make the situation worse. Customer service complaint handling complaints should be settled as quickly as possible, circumstances permitting.
Client complaints must be acknowledged and managed adequately because ignoring or rejecting complaints tells the clients that you don't value their views.
Some entrepreneurs assume that complaint administration is a time-consuming and futile procedure. However, by building up a productive framework, you will be able to settle complaints rapidly and effortlessly.
Prioritising and improving the complaints-handling process will benefit an organisation in various ways. For example, a customer whose complaint is handled effectively will recommend his friends to consider your products and he may become a loyal customer of your company; moreover, customers will pay more for outstanding service.
This unit provides a comprehensive introduction to the complaints-handling procedure and its benefits for an organisation. It also describes the common reasons for customer grievances, the importance of having an effective complaint management process and performance response standards.
This informative unit explores the different types of complainers and the complaint-management process including the guidelines for handling complaints. The content covers topics such as complaints analysis reports, problem resolution and quality-improvement activities, the means of selecting the preferred solution and implementing it, and the monitoring and reviewing process in depth.
After completing this course learners will be able to:
- Outline the common reasons for customer grievances
- Recognise the importance of having an effective complaint management process.
Introduction to Complaints Handling
- Performance Response Standards
- Reasons for Customer Grievances
- Types of Complainers
- Complaint Management
- The Complaint Management Process
- Guidelines for Handling Complaints
- Complaints Analysis Reports
- Resolving Problems and Quality-Improvement Activities
- Deciding on the Means of Selecting the Preferred Solution
- Implementing, Monitoring and Reviewing
This is a stand-alone course and it assumes no prior knowledge.
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