Customer Experience: Customer complaints

Overview

Customer complaints is part of the excellent Customer Experience suite. In this course, Christina Dolding, an award-winning, highly experienced consultant specialising in customer and colleague experience, discusses how to turn negative into positive and deal with a difficult customer. The course also explores the difference between feedback and complaints as well as offers best practices for approaching customer complaints.

Learning Outcomes

By the end of this module, you’ll be able to:

• differentiate between a complaint and feedback
• list the most common customer complaints
• recognise best practice in handling customer complaints effectively
• explain the importance of analysing complaints to improve the customer experience