Complaint Handling 3.0
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This course has been developed to give you the knowledge, skills and confidence to handle complaints and deal with them effectively. It is likely you have had customer complaint training before or sat through other e-learning and classroom training courses, but consumer expectations have changed. So, this is not a text book answer on how to deal with complaints, instead, the course will give you a real world tool which if used correctly will empower you to be pro cient in handling complaints.

 

• Why Customer Complaint Skills are Important
• Golden Rules of Complaint Handling
• Listening – put yourself in the customer’s shoes
• Apologise – why an apology is the super glue of life
• Solution – why the solution you are thinking of is wrong
• Thank Them – why you should not underestimate the power of gratitude

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