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.

Learning 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 resolutionres

Target Audience

Anyone working in a customer facing role