Customer Care and Complaint Handling

Exceptional service meets the art of turning grievances into golden opportunities. In any business venture or opportunity, what makes the organisation successful is the service it offers and the reputation it upholds. In a world where customer expectations are reaching new heights, the success of any business hinges upon its ability to provide unrivalled care and swiftly address customer complaints. It's no longer enough to simply satisfy your customers; you must leave them feeling heard, valued, and eager to spread the word about their remarkable experience. Whether you're a seasoned professional seeking to sharpen your skills or an aspiring entrepreneur looking to build a solid foundation, this course will equip you with the knowledge and techniques needed to transform customer interactions into moments of delight and loyalty.

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Your course

Overview

Understand how customer care contributes value to an organisation
Recognise the difference between customer care and customer service
Learn how to handle complaints effectively
Increase customer retention rates
Build customer loyalty through great customer care

4 Weeks

Duration

8 Lessons

Plus toolkits

1 Modules

Online

Diploma

Certification

Of your course.

module 1

Introduction in Customer Care and Complaint Handling

When Customers Complain
Customer complaints happen for a reason. Although the factors influencing their decision to complain might differ from business-to-business, your response holds the key to their happiness and your business' success. The focus of this lesson is to understand why customers complain and how to support a culture that accommodates complaints effectively.
Customer Values
The customer value pyramid is a marketing tool that helps you identify the most important aspects that convince a customer to buy a product or service. In this lesson, we dissect the customer value pyramid to understand how customer decision-making occurs. Learn how to identify the key elements that customers value when choosing to buy a product or service.
Communicating with Customers
This lesson has a strong focus on the different communication methods and concepts that support customer care and complaint handling. In this lesson, we learn how to respond to customers' needs and priorities, and how to effectively communicate with them based on their needs.
Moments of Truth
The "moment of truth" represents a turning point in a customer's view of the organisation, for better or worse. In this lesson, we explore this concept and how to create moments of truth for new and retaining customers.
Valuable Complaints
When a customer reaches out to you about a product, service or experience, it presents you with the opportunity to improve their loyalty to the brand or business. This lesson focuses on complaints and how to promote improvement in response to those complaints.
How to Listen
When a customer complains, the meaning of what they are saying and your response can have a big influence on customer retention and experience. In this lesson, we explore different listening techniques and methods for effective communication. Listening to your customer is not an art, but rather a skill and necessity that can be learnt.
Extreme Customers
The customers that complain are the ones you can learn from the most, but getting to the crux of their concerns is only half the battle. Having the upset customer feel good about your business is the other half. In this lesson, we learn how to handle the most aggressively complaining customers effectively and find resolution and agreement.
Self-Management
When customers get very emotional, your response to their emotional reactions makes all the difference in whether they will continue buying your product or service or not. This lesson pays special attention to mitigating your own emotions during these emotional complaints. Learn how to keep your composure and communicate effectively, even under the most challenging circumstances.