Customer Service (S)

(L06) Complaint Handling


Description
Research has shown that 95% of customers will give you a second chance if you handle their complaint successfully. This means complaint handling is a skill vital to retaining customers. This course will help to improve your ability to handle complaints.

Course Topics
*Why complaint skills are important
*Golden Rules
*Listen
*Apologise
*Solution
*Thank Them
*Complaint Handling Summary
*Why complaint skills are important

Content
  • Complaint Handling - Workbook
  • Complaint Handling - Infographic
  • Complaints Handling Learning Module
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: 2 years