This immersive online training course covering Complaints and Compliments is designed to help organisations raise awareness of how employees can handle the process for receiving complaints and compliments.
The course particularly looks at the best practice around logging, managing and resolving complaints and compliments.
It also explains how to react and respond effectively and what the appropriate steps are for each instance and the importance of having and following a suitable policy for customer complaints and compliments.
Learners will face a number of scenarios involving Johnnie and dealing with customer correspondence and helping Johnnie take the right decisions. Each time a learner gets the correct answer, they are helping Johnnie keep the customer rating up. To successfully complete the course, learners must answer 80% of the questions correctly and keep the customer rating up. On successful completion of the assessment, learners will receive a certificate of achievement. Learners can take the assessment again to improve their score.
| Number of Learners | Cost (per year) | |
|---|---|---|
| 1 - 10 | ||
| 11 - 20 | ||
| 21 - 50 | ||
| 51 - 100 | ||
| 101 - 150 | ||
| 150+ | ||
| Number of Learners | Cost (per year) | |
|---|---|---|
| 50 - 100 | ||
| 101 - 200 | ||
| 201 - 300 | ||
| 301 - 400 | ||
| 401 - 500 | ||
| 501 - 750 | ||
| 751 - 1000 | ||
| 1001 - 2500 | ||
| 2501 - 5000 | ||
| 5000 - 10,000 | ||
| 10,000 + | ||
Included Features
Dealing efficiently and fairly with a customer complaint is not just about good customer service. It can help protect your organisation’s reputation and its brand. Your employees are on the frontline when dealing with customers and responding to any the complaints or concerns they may have. It is vital to train your staff on understanding the significance of effective customer complaints handling and maintaining good relations with their customers – even when things don’t always run smoothly.
Businesses that aim to provide a high level of customer service very often also see higher levels of overall customer satisfaction. By offering consistently high levels of customer services, businesses can benefit from increased sales, better rates of customer retention, customer loyalty, boost in brand reputation and a highly motivated workforce willing to go the extra mile.
A customer complaint is often a formal notification to a business that a customer is unhappy with their products or services. The most common complaint is often that a product or service lacking the standard they expect from a business. While not all customers will take the time to contact you and express their disappointment, but the feedback can be valuable to businesses in a variety of ways.
It is a formal process intended to ensure that all complaints are handled fairly and consistently, and wherever possible resolved to the complainant’s satisfaction and in line with FCA regulations. Businesses are required to acknowledge a formal complaint in writing, respond within a stated period of time, deal reasonably and sensitively with the complaint and take action where appropriate.
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