INTRODUCTION
This course describes the skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Operators may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organizational policies to provide technical advice and support to a team.
This course describes the skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Operators may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organizational policies to provide technical advice and support to a team.
COURSE STRUCTURE
This course is divided in 7 sections with questions posed at the end to reflect on learning. After successful completion of the course, learners will be awarded a certificate of course completion.
LEARNING OUTCOMES
At the end of this course, learners would be familiar with the following:
At the end of this course, learners would be familiar with the following:
- Process customer complaints using effective communication according to organizational procedures.
- Obtain, document and review reports relating to customer complaints.
- Make decisions about customer complaints, taking into account applicable legislation, organizational policies and codes.
- Negotiate resolution of the complaint and obtain agreement where possible.
- Identify complaints that require referral to other personnel or external bodies.
- Make referrals to appropriate personnel for follow-up in accordance with individual level of responsibility.
- Follow-up with appropriate personnel to gain prompt decisions.
- Identify implications of issues for customer and organization.
- Analyze, investigate and negotiate appropriate options for resolution with customer.
- Propose viable options in accordance with appropriate legislative requirements and enterprise policies.
Course Features
- DeliveryOnline
- ModeSelf-paced
- Duration6 – 14 hrs.
- TypeNon-accredited
- CertificateYes
- AssessmentsYes
- LanguageEnglish
- Price Why isn’t the price shown?
