Handling Customer Complaints

Course Description:

Effective complaint handling is one of the most important aspects of providing excellent service. The objective of this online training course is to help trainees handle customer complaints successfully. At the end of this training session trainees will be able to view customer complaints as opportunities and identify problems that prompt complaints.

Why “Handling Customer Complaints” Matters:

• Customer complaints alert organizations to ways to improve products, services, procedures, and attitudes toward customers.
• Resolving customer complaints successfully often creates loyal customers.
• Almost all customer complaints are fixable. It’s estimated that 95% of customers that have their complaints resolved will remain customers and keep doing business with the organization.
• Only about 4% of customers complain. Most—96%—just silently take their business elsewhere.
• Dissatisfied customers tell as many as 20 other people about their experience.

Key Points:

• Customer complaints offer opportunities to improve products and services.
• All customer complaints should be taken seriously.
• Customer complaints must be fully understood.
• More often than not, customer complaints can be resolved.
• Follow-up is critical to ensure the customer is satisfied.