Training Course:Handling Customer ComplaintsSchool/Trainer:Australian Institute of Management WA
Perth, WA, Australia
Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced
Course Description:
'' The real test of good customer service is how an individual or organisation handles someone with a complaint. Handled well, complaints can be a great source of feedback for the organisation about systems or people that need improving. A successful complaint resolution can create a customer for life who will be a strong advocate for your organisation. Handled poorly, complaints can lead to legal action, the loss of a major customer and a ruined reputation. This program begins the skill building process to maximise the positives of effective complaint resolution whilst avoiding the disastrous negative outcomes from complaint management.
Content
Types of complaints
Types of customers who complain
What customers want when they complain?
Outcomes of customer complaints
Managing their emotion and yours
Know your product/service and the options
Fixing the problem
Maintaining and building the relationship regardless of the outcome
Follow-up, follow-up, follow-up.
Learning Outcomes
As a result of attending this program, participants should be able to:
Understand the range of motives behind customer complaints
Deal with the issue and the emotion
Establish rigorous standards for managing and following up customer complaints
Develop appropriate behaviours for handling complaints. ...''
Elements of this syllabus are subject to change.
Please go to the school's official website for training price and schedule:
http://www.aimwa.com/
Phone:(618) 9383 8000
School Address/Venue(s):
The Australian Institute of Management
76 Birkdale Street
Floreat
Western Australia 6014
Jobs & Resumes: Perth
Houses & Roommates: Perth
Travel Agencies: Perth
Search other schools for Handling Customer Complaints training resources.
Other training courses offered by Australian Institute of Management WA:
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Building Client Relationships
Contract Law
Essential Selling Skills
Deliver Great Service
Selling
Leading Your Sales Team
Manage Customer Service
Marketing Management
Negotiating Skills for Sales People
Trade Practices Law
Lean and Six Sigma
Applied Project Management
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