Handling Complaints and Difficult Customers

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Handling Complaints and Difficult Customers

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COURSE OVERVIEW

Market research tells us that for every customer complaint a business receives, many more customers have valid complaints they don't bother to tell you about. Research also shows that dissatisfied customers will tell more people about their experience than happy customers.

The impact a complaint has on your business is largely determined by you. If complaints are handled poorly, customers may withdraw their business and encourage others to do the same. Complaints that are handled well may help you retain existing customers and could result in new customers being referred to your business.

This course provides service managers with the tools and resources to better manage customer complaints, manage difficult customers, and develop the policies and procedures to embed efficient complaints resolution and service recovery in the organisation.

COURSE CONTENT

The content of this course includes:

• The Value of Complaints
• Reasons why customers complain
• Key Areas that lead to Customer Dissatisfaction
• The Importance of Complaints Resolution
• Empower Employees to resolve Complaints
• Best Practice in Complaints Resolution
• Solving Customer Problems
• The Problem Solving Method
• Understanding Difficult Customers
• Working with Difficult Customers
• Working with Internal Customers
• Dealing with Angry Customers
• Managing the Cycle of Anger
• Managing Personal Anger
• Understanding Service Recovery
• Preventing Dissatisfaction
• Implementing Service Recovery
• Developing Complaints Policies
• How to develop a good complaints policy
• Developing Complaints Procedures
• Learning from Complaints

COURSE DETAILS

WHO IS THIS COURSE SUITABLE FOR?

This course is suitable for experienced Supervisors, and Managers from all types of organisations, tasked with planning for and implementing change in the organisation.

ADMISSION REQUIREMENTS

There are no formal entry requirements for this course. Candidates will be working in or preparing for work as a first-line supervisor, team leader or manager.

COURSE DURATION

This course will take you approximately 20 hours to complete. Learners have 90 days from the date of enrolment to complete the course.

ASSESSMENT

Assessment in this programme takes the form of Online-quizzes (normally 3 in each course). Each quiz has a pass mark of 70% and you can take the quizzes as many times as you wish.

CERTIFICATION

Inspire Global Certificate of Achievement.

LEARNING WITH INSPIRE GLOBAL

Online courses at Inspire Global are IPad, Android and Mobile Phone Compatible, and comprise:

This is a fully online course with:

• Online Presentations and interactive learning
• Online Videos
• Online Quizzes
• Learning Manuals (80 pages +)
• Additional workbooks, articles, and case studies.

RESOURCES

Downloadable Learners manuals are provided for your course, along with additional articles, workbooks and worksheets.

SUPPORT

Continuous email and phone support are available throughout your course.

5 REASONS TO ENROL IN THIS COURSE NOW!

• You get a Management Certificate which is recognised worldwide.
• You get real value for money (E-learning costs a fraction of conventional learning).
• You can get started immediately.
• You can learn at your own pace, at home, at work, in the park, anywhere you choose.
• You will have excellent support from a dedicated coach throughout the programme.