Complaints and Quality Management: Quality through Customer Service

Introduction

Customer complaints are an inevitable part of business. But can a customer complaint be good for business? Yes, when it’s used to rectify a weakness in a product, service or process and when it turns a dissatisfied customer into a loyal ambassador!

This course shows how to use complaints as a valuable source of information that can deliver a genuine business advantage.

Complaints and Quality Management: Quality through Customer Service introduces new techniques to change the way businesses approach complaints. Staff will develop skills to help them use complaints to find solutions to problems rather than apportioning blame, and understand how taking a positive approach to complaints can lead to business success and satisfied customers.

Who is the course for?

Complaints and Quality Management: Quality through Customer Service is suitable for managers in any customer-facing industry who are unaware of how to use customer complaints to improve the quality process.

This course is appropriate for any business sector, there are no formal entry requirements and employees do not need any prior experience.

What will you get from this course?

When you have completed this course, you will be able to:

• approach complaints positively
• avoid blaming other people
• investigate the source of the problem
• encourage staff to make suggestions and take the initiative
• work as a team to create and agree a solution

Course features

Famous faces including Dawn French, Jane Horrocks and Stephen Tompkinson will show you how to improve quality by responding appropriately to complaints. The course follows the manager of a retail operation who thinks the best way to respond is by conducting a witch-hunt! As the course unfolds, she realises that it’s better to research the problem without apportioning blame to individuals and that it's important to let the people involved find a solution.

Set in everyday surroundings, well-known performers act out realistic situations in a light hearted and entertaining way that will help you recognise some common errors and understand how to correct them. The familiar settings and witty role play will help you to apply the material to your own workplace.

Before you begin you’ll take a short test to help identify any knowledge gaps. As you work through the course you’ll be presented with simple exercises to check your learning.

You can start the course straight away and access it at any time, providing you have the use of a computer with an internet connection. The course is available for six months from the date first accessed.

Other courses you might be interested in

An Inside Job: Meeting Internal Customer Needs, Understanding Customers, Steps to Success: Professional Customer Service Skills, Demanding Customers: Customer Care Made PERFECT, If Looks Could Kill: Controlling Your Behaviour, No Complaints? Complaints and the Customer

Course code

104198BT031

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