Opleiding: Complaints handling (online course)

A complaint is a unique opportunity to show how good you are. The art of listening, the art of suffering and of course that of a solution-oriented approach determine whether you give substance to complaints handling in the right way. The value of your organization increases the better the complaints handling process. A properly resolved complaint is the best customer loyalty.

You will be introduced to the most common pitfalls and the four steps in communication to carefully resolve a complaint. In addition, you will receive many recommendations to make your complaint handling even more successful by telephone and face-to-face. This theory is also used in preparation for the practical training 'Complaints handling' by Mofundus B.V.

For whom:

This online course is particularly suitable for employees who are in direct contact with (internal) customers. From telephone helpdesk to customer service!

Results

The following results are achieved:

* You recognize different (telephone) behavior.
* You know how to manage your own tension.
* You give customers confidence again and resolve the complaint.
* You specify the complaint and return it to the organization.
* You ask the right questions and take the right notes.