Management / Marketing Sales
Complaint Handling & Management
MS116
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- Understand what a complaint is and why people complain
- Know what drives complaints in their individual organisation
- Understand the skills and approaches needed to deal with customer complaints
- Be more pro-active in identifying and fixing the things that cause complaints
- Have a process to follow when dealing with a dissatisfied customer
Anyone in a customer facing role (face to face and telephone) who deals with complaints.
- Why People Complain
- Complaint Handling Skills
- Getting to the Root Cause
- Dealing with Complaints
- Being Pro-active
- Complaints Procedure
- Presentation & Slides
- Audio Visual Aids
- Interactive Discussion
- Participatory Exercise
- Action Learning
- Class Activities
- Case Studies
- Workshops
- Simulation
Terms & Conditions
ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy
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