Developing internal cooperation for customers

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

 

    "very enjoyable, the trainers are both very knowledgeable and approachable", "I have found myself using the management tools we were taught, even ones I didn't think I would use." These quotes are typical of the student feedback from BTEC courses supplied by Cegos. Student learning is the most important measure of training effectiveness and the results of these courses have been excellent, additionally I have been impressed by the way Cegos have provided an efficient, professional and fle...

 

31/03/2011
Workforce Development Manager

 

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