Department:

Department of Executive Management

Programme Name:

Marketing, Sales, Customer Service Solutions

Programme Description

Successful businesses work hard to keep their customers satisfied. It is almost inevitable that at some stage you will receive a customer complaint. Customer complaints should be seen as an opportunity for businesses to improve the customer experience by streamlining the product and service delivery process. The insights from customers are important in exceeding customer expectations. This is a one day course which will encourage customer representatives to genuinely follow through when managing customer complaints and build a stronger relationship with their customers. The training package will include video presentation, role-plays and group work for a more practical learning experience.

Course Learnings

What is a complaint and types of complaints, Steps for complaint handling, Identifying processes to deal with the most common objections, Complaints handling & recovery process, Identifying motives & real needs, Complaints categories: emotional, procedural, opportunist, sincere, The correction process, Proactive steps to prevent complaints

Level

Certificate

Notes

Fees