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!
|Why People Complain Details||01:00:00|
|Welcoming Complaints Details||01:00:00|
|How People Complain Details||01:10:00|
|Developing a Policy Details||01:00:00|
|Communicating With The Complainer Details||01:00:00|
|Psychology of Communication Details||01:10:00|
|Analysing the Transactions Details||00:55:00|
|Internal Complaints Details||01:00:00|
|Building Customer Loyalty Details||01:15:00|
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