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. This course is suitable for all customer-facing employees.

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

• Recognise and avoid the common pitfalls which annoy customers and delay resolution

Certificate

A learndirect certificate will be emailed to you when you have successfully completed this course.