Overview

In today’s fast-paced and interconnected world, customer feedback and complaints hold tremendous power. How an organisation handles complaints, whether internal or external, can significantly impact its reputation, customer loyalty, and overall success. It’s not just about resolving issues, but also about creating positive experiences that can turn dissatisfied customers into loyal supporters.

This e-learning course will help learners gain the confidence to handle complaints with finesse, transforming each interaction into an opportunity to exceed expectations and build stronger, more fruitful relationships with customers, employees and clients.

Outline Learning Objectives:

• Identify the common types of internal and external complaints you may face in the workplace
• Appreciate the benefits of complaints and how they can drive improvement
• Overcome common complaints in the workplace, fairly and with all due process
• De-escalate customer complaints and manage expectations to resolution
• Apply effective complaint handling techniques, through theory and practical case studies

Audience:

This online learning course applies to all employees that may face complaints with an organisation. This could be internal or external.