Resolving Customer Complaints – Level 3

£10.00

Price is per online user of this course. Applicable EU VAT is added.

Dealing effectively with customers’ complaints is essential, regardless of how time consuming they can be.

Effectively managing and resolving complaints can help retain the customer and turn their negative opinion into a positive one, achieving a positive outcome.

This Resolving Customer Complaints course, from the Customer Service Level 3 suite of online courses, is mapped to UK National Occupational Standards R/506/2151.

See below for further information.

Sold By: Global Vocational Skills

Description

The course is completed via a five-stage learning process:

i-Practice:

i-Practice is a unique tool that simulates real world vocational activities in a virtual environment, bridging the gap between traditional textbook and workshop learning, enabling the development of practical skills.  It consists of two elements:

i-Practice (Training):  This guides you through a virtual activity with full instruction allowing you to acquire the necessary skills though the repetition of tasks.

i-Practice (Assessment):  This allows you to test your comprehension of the content.  You undertake the same activity as before but without instruction.  This enables you to apply what you have learnt, test your ability and set a benchmark to improve upon – ultimately working towards being job ready.

i-Ask:

i-Ask provides core knowledge delivered through visuals, text and audio

i-Check:

iCheck reinforces your comprehension with informal testing and clear results – helping you identify strong and weak areas of understanding

i-Test This is formal testing which summarises your results

Course Objectives

On completion of this topic you will be able to:

  • Understand the monitoring and resolution of customer’s complaints and assess the suitability of a range of monitoring techniques for customer’s complaints, including negotiating techniques used to resolve customer’s complaints
  • Explaining conflict management techniques used in dealing with upset customers as well as explaining organisation procedures for dealing with customer complaints
  • Explaining when to escalate customer’s complaints, the cost and regulatory implications of admitting liability on the basis of a customer complaint, and the advantages and limitations of offering compensation or replacement products and/or services
  • Confirm the nature, cause and implications of customer’s complaints, take personal responsibility for dealing with complaints and communicate in a way that recognises customer’s problems and understands their points of view
  • Adhere to organisational policies and procedures, legal and ethical requirements when dealing with customer’s complaints

Course Content

i-Act: Understanding the Monitoring and Resolution of Customer Complaints

i-Ask: Monitoring and Resolving Customer Complaints
i-Ask: Escalation, Liability and Compensation
i-Check: Monitoring and Resolving Customer Complaints
i-Check: Recording Feedback and Conflict Management
i-Test: Monitoring and Resolving Customer Complaints

i-Act: Being Able to Deal with Customer Complaints

i-Ask: Achieving a Successful Outcome
i-Ask: Advantages and Drawbacks of Different Complaint Responses
i-Ask: Handling and Recording Complaints in Line with Organisational Policies
i-Check: Effective Complaint Handling
i-Check: Handling Complaints Successfully
i-Test: Dealing with Customer Complaints

i-Practice: Dealing with a customer Complaint about a Failed Delivery

i-Practice: Dealing with a Customer Complaint About a Failed Delivery
i-Practice: Dealing with a Customer Complaint About a Failed Delivery (Assessment)

i-Practice: Dealing with a Customer Complaint About a Faulty Item

i-Practice: Dealing with a Customer Complaint About a Faulty Item
i-Practice: Dealing with a Customer Complaint About a Faulty Item (Assessment)

Organisational Licensing

The suite of Health and Social Care courses is available as an organisational licence – please enquire for details by emailing [email protected] or phoning 0844 854 9218.

Discounts

For multiple purchase discounts or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.

Discounts are calculated during the checkout process.

Payment Options

The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email [email protected]

Additional information

Subject

level

guided-learning-hours

mobile-compatible

online-access-duration

resource-type

Available for immediate enrolment

Yes

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