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This course is for everyone with responsibility for directing, managing, supporting or influencing team members or other work colleagues.

Businesses need complaints. You will read this more than once in this course!

Complaints point out where we need to improve and help us to build on customer satisfaction. Many people don’t like handling complaints. They feel they don’t have the knowledge or are frightened of people who get angry. This course will help you identify the different ways in which people complain, understand why and give you some tips on how to handle them.

It can be a great source of job satisfaction when you turn a grizzly bear into a Cheshire cat!

Course Curriculum

Module 1
Introduction Details 00:10:00
Module 2
Why People Complain Details 01:00:00
Module 3
Welcoming Complaints Details 01:00:00
Module 4
How People Complain Details 01:10:00
Module 5
Developing a Policy Details 01:00:00
Module 6
Communicating With The Complainer Details 01:00:00
Module 7
Psychology of Communication Details 01:10:00
Module 8
Analysing the Transactions Details 00:55:00
Module 9
Internal Complaints Details 01:00:00
Module 10
Building Customer Loyalty Details 01:15:00

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