Handling Customer Complaints (US version)

Course Overview

Can you turn a complaint into an opportunity? Discover how to adopt a positive attitude and fix the problem sensitively by following a systematic process. Learn how to avoid the pitfalls that delay resolution and how to look for the opportunities to create customer loyalty.

Key Learning Points:

  • Learn how to turn a complaint into an opportunity
  • Adopt a positive attitude when things go wrong
  • Learn the systematic process of resolving complaints

Course Outcomes:

  • Understand how complaints can benefit your business
  • Adopt a positive attitude towards complaints
  • Understand the importance of a consistent complaint resolution process
  • Understand the aim of each step in the complaint resolution model you decide to adopt
  • Recognize and avoid the common pitfalls which annoy customers and delay resolution

Target Audience

All customer facing employees