Handling claims in long-term customer relationships

To manage internal and external complaints in a way that preserves long-term customer relationships.

Module objectives

By the end of this module, participants will be able to:

  • Identify the inherent risks involved in a complaint.

  • Measure the benefits of handling complaints effectively.

  • Analyse the complaint handling process within your unit.

  • Anticipate and plan for complaints effectively. Deal with the causes of complaints.

Programme

The module programme:

  • Making complaint handling one of your key priorities.

  • Transforming a complaint into an opportunity to develop loyalty.

  • Implementing the complaint handling process. 

  • Increasing the customer loyalty rate.

Course duration

30 Minutes

 

Who should attend?

This module is aimed at:

 

All managers of teams involved in customer contact and/or customer services.

Languages

This module is available in;

 

English, French, Portuguese, Italian, Spanish, Russian.



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Testimonial

 

    Cegos have provided us with an experiential framework that we are successfully using to further develop and enhance the capabilities of our Quality Professionals around the world....

 

20/05/2011
Global Quality & Risk Director

 

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