Managing Customer Service Problems

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PRODUCT DETAILS

COURSE OVERVIEW

This course is designed for frontline managers and team members seeking to advance their careers through acquisition of vital customer service management skills and knowledge.

Whether in the commercial or public sector, this course will provide you, and your team with the skills, knowledge, and best practice techniques to successfully resolve customer complaints.

Well-managed complaints can benefit your business and the reputation of your organisation. Good business owners learn to see complaints as an opportunity to build strong, lasting relationships with customers and improve their customer service. Customer complaints give businesses valuable information about how they need to improve.

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. Service problems and complaints that are handled well may help you retain existing customers and could result in new customers being referred to your business.

This unit explains how businesses can turn a complaint into a compliment by developing and implementing a policy for handling customer complaints, and welcoming customer feedback. In addition, you will learn how to apply a best practice problems resolution strategy to ensure customer satisfaction.

COURSE CONTENT

The content of this course includes:

  • Unit 1: Getting Started
  • Unit 2: The Importance of Complaints Resolution
  • Unit 3: Resolving Customer Complaints
  • Unit 4: Solving Customer Problems
  • Unit 5: Working with Difficult Customers
  • Unit 6 Complaints Policy and Procedures
  • Unit 7: Wrapping-up

WHO IS THIS COURSE SUITABLE FOR?

This course is suitable for experienced new and aspiring team leaders from all types of organizations, seeking to develop their knowledge and skills in handilng front-line customer service problems.

6 REASONS TO ENROL IN THIS PROGRAM NOW!

  • CMD Management Academy is an ILM Quality Approved Training Academy.
  • You get a CMD Management Academy Certificate
  • All CMD Management Academy courses are iPad and Mobile device compatible.
  • 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, anywhere you choose.

LEARNING WITH CMD MANAGEMENT ACADEMY

  • Online presentations
  • Online quizzes
  • Online videos
  • Downloadable learning manual / workbooks / templates/ articles (manuals contain between 60 and 100 pages)

ADMISSION REQUIREMENTS

There are no formal entry requirements for this course. Candidates will be working in, or preparing for work as a team leader in a customer facing role.

COURSE DURATION

This course will take you approximately 10 to 20 hours to complete. Learners have access to the course for 30 days from the date of purchase to complete the course.

ASSESSMENT

Assessment in this program 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.

CAN I GET CREDITS FOR THIS COURSE?

Yes, this course meets the requirements for ILM Level 2 course: CS 31 Resolve customer complaints.  To qualify for the credits, you will need to complete the written assignment. Contact us to register for an ILM qualification.

CERTIFICATION:CMD Management Academy Certificate.

COURSE DELIVERY:This is a fully online course

RESOURCES

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

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