Course Title: Complaints and Quality Management: Quality through Customer Service
Duration : 2 hours (28 min video)
Course level : Introductory
Delivery method : Online
Customer complaints are an inevitable part of business. But can a customer complaint be good for business? Yes, when it’s used to rectify a weakness in a product, service or process and when it turns a dissatisfied customer into a loyal ambassador!
This course shows how to use complaints as a valuable source of information that can deliver a genuine business advantage.
Complaints and Quality Management: Quality through Customer Service introduces new techniques to change the way businesses approach complaints. Staff will develop skills to help them use complaints to find solutions to problems rather than apportioning blame, and understand how taking a positive approach to complaints can lead to business success and satisfied customers.
Complaints and Quality Management: Quality through Customer Service is suitable for managers in any customer-facing industry who are unaware of how to use customer complaints to improve the quality process.
This course is appropriate for any business sector, there are no formal entry requirements and employees do not need any prior experience.
When you have completed this course, you will be able to:
Famous faces including Dawn French, Jane Horrocks and Stephen Tompkinson will show you how to improve quality by responding appropriately to complaints. The course follows the manager of a retail operation who thinks the best way to respond is by conducting a witch-hunt! As the course unfolds, she realises that it’s better to research the problem without apportioning blame to individuals and that it's important to let the people involved find a solution.
Set in everyday surroundings, well-known performers act out realistic situations in a light hearted and entertaining way that will help you recognise some common errors and understand how to correct them. The familiar settings and witty role play will help you to apply the material to your own workplace.
Before you begin you’ll take a short test to help identify any knowledge gaps. As you work through the course you’ll be presented with simple exercises to check your learning.
You can start the course straight away and access it at any time, providing you have the use of a computer with an internet connection. The course is available for six months from the date first accessed.
An Inside Job: Meeting Internal Customer Needs
Understanding Customers
Steps to Success: Professional Customer Service Skills
Demanding Customers: Customer Care Made PERFECT
If Looks Could Kill: The Power of Behaviour
No Complaints?: Complaints and the Customer
104198BT031