Course Title: No Complaints? Complaints and the Customer
Duration : 2 hours (24 min video)
Course level : Introductory
Delivery method : Online
Even the most successful business doesn’t get things right all the time, so it’s vital that staff have the skills in place to deal effectively with a dissatisfied customer’s emotions and solve their problem successfully.
The business that has the skills in place to resolve complaints to a customer’s satisfaction will benefit from improved customer retention and greater repeat sales.
No Complaints?: Complaints and the Customer is a great introduction to handling even the most difficult of complaints effectively. The techniques explored will help staff defuse anger, establish the facts, agree an appropriate course of action and supervise the solution so that they can meet – and even exceed – the demands of dissatisfied customers.
No Complaints?: Complaints and the Customer is ideal for customer-facing staff who have had little or no formal training to develop the skills they need to handle complaints calmly and effectively and prevent them from recurring in the future.
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 Michael Kitchen and Stephen Tompkinson introduce a five-step approach to solving customer problems. The course follows front-line staff in a retail outlet who make mistake after mistake when dealing with customer complaints before they realise customers need to let off steam, not fill in forms!
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.
Complaints and Quality Management: Quality through Customer Service
Understanding Customers
Steps to Success: Professional Customer Service Skills
Demanding Customers: Customer Care Made PERFECT
If Looks Could Kill: The Power of Behaviour
An Inside Job: Meeting Internal Customer Needs
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