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1Day/8 hours Price:35,000
30,000
Complaint Handling and Problem Solving
This short course is aimed at customer facing staff, who are responsible for resolving customer problems and handling complaints. Learn about the different types of problems a customer will come to you with and reasons why customers complain. Understand appropriate responses and how to turn a negative situation into a positive one. Know how consumer rights affect problem-solving and complaint handling and feel confident in your ability to resolve issues in line with current legislation and ethical requirements.
Effective customer complaint handling is one of the most important aspects of providing excellent customer service. Customers who complain are offering the organization a chance to identify and resolve problems, demonstrate excellent service, and keep loyal customers. The objective of this online customer service training course is to help employees handle customer complaints and difficult customers successfully. At the end of this training course, trainees will be able to view customer complaints as opportunities, identify problems that prompt complaints, handle complaints effectively, and satisfy customers who complain.
Module 1: Introduction to Complaint Handling and Problem Solving
Importance of Effective Complaint Management
Introduction to Problem Solving
Benefits of Effective Problem Solving in the Workplace
Module 2: Understanding Customer Complaints
Common Causes of Complaints
Psychological Aspects of Customer Complaints
Case Studies of Real-Life Complaints
Module 3: Communication Skills for Complaint Handling
Effective Communication StrategiesEmpathy and Its Role in Complaint Handling
Handling Difficult Customers
Module 4: Problem Solving Techniques
Problem Identification and AnalysisRoot Cause Analysis
Brainstorming Solutions
Decision-Making Models (e.g., SWOT, Six Thinking Hats)
Module 5: Implementing Solutions and Follow-Up
Action Plan DevelopmentImplementing Solutions Effectively
Monitoring and Evaluation
Follow-Up and Feedback Mechanisms
Module 6: Tools and Technologies for Complaint Handling
Data Analytics in Complaint Management
Utilizing Social Media for Complaint Resolution
Benefits of the Course
Enhanced Communication Skills: Improved ability to listen and respond to customers effectively.Better Problem-Solving Abilities: Gain tools and techniques to analyze and solve problems efficiently.
Customer Satisfaction: Learn methods to increase customer satisfaction and loyalty.
Professional Development: Enhance your resume and career prospects with specialized training.
Practical Knowledge: Apply best practices and real-world solutions to everyday situations.
Career Path and Opportunities
Customer Service Representative: Handle customer inquiries and complaints effectively.Customer Support Manager: Oversee a team of support staff and implement complaint handling strategies.
Quality Assurance Specialist: Ensure products and services meet customer expectations and handle related complaints.
Customer Experience Manager: Focus on improving overall customer satisfaction and loyalty.
Operations Manager: Implement efficient problem-solving methods to enhance operational processes.
Business Consultant: Advise organizations on improving complaint handling and problem-solving processes.
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Flexible Class Options
Week End Classes For Professionals SAT | SUNCorporate Group Training Available
Online Classes – Live Virtual Class (L.V.C), Online Training
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