Introduction
Increasingly companies are recognizing the value of a customer complaint in that it is free feedback on their experience, and an opportunity to not only resolve a problem for that particular customer but perhaps also for a much larger number of customers.
Yet how do you make sure you gather all of the information available from a complaint in order to both solve the individual’s complaint, but also prevent it happening for future customers? How do you maximise the value of that complaint?
Course Objectives
By the end of this program, participants should be able to:
- Learn how to use critical thinking to challenge assumptions and expand perceptions
- Understand the importance of customer feedback
- Understand the relevance of customer feedback as a means to deliver quality service
- Understand the expectations and perceptions of the customers
- Discuss complaint handling procedures within the organization
- Handle complaints with confidence and efficiency
Methodology
This course is essentially participative and practical, emphasizing learning through experience, both from structured activities on the program eg. Role plays, group work, interactive lectures, case studies and workshop discussion from individual experience.