Course Title: Administrative: Response to Complaints
Course Language: English
Qualification Required: All Level are welcome
Duration: 9am - 6pm (Lunch break 1hr)
Job Level: All Level are welcome
Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship.
Customers may be unhappy when they perceive that a policy puts them at a disadvantage. Or the customer may be asking you to make an exception to a policy, which is beyond your authority to do.
In other situations, there may have been an actual service lapse or product flaw which has made the customer complain.
Customers are often frustrated by perceived insincere responses to their complaints. They feel that writers regurgitate cliched words and phrases that give them an escape clause without dealing with the real issues.
SkillFuture Reference: CRS-N-0035580
This course is full day, starting at 9am until 6pm. The cost is inclusive of all materials, refreshments and snacks. Course date/venue subject to change if warranted by circumstances.