Customer First – Handling Customer Complaints
A complaint handled well can strengthen a customer relationship. A complaint handled badly can delay payment and damage your reputation. Learn how to respond to complaints and queries professionally, calmly and effectively. Understand the difference between a genuine complaint and a delaying tactic, and how to resolve issues quickly so payment isn’t held up. Go one step further and use complaint insight to fix the root causes and prevent problems recurring.
What will you gain?
- Confidence in handling complaints and disputes
- Faster resolution of queries that delay payment
- Stronger customer relationships
- Insight to reduce repeat complaints.
Who is it for?
Useful to anyone in a customer-facing credit or collections role, and to managers responsible for complaint and dispute processes. It can work as a single session, and forms part of the Customer First series, which covers:
- Customer Profiling
- Handling Customer Complaints.
What will it cover?
- The difference between complaints, queries and disputes
- Responding professionally and calmly
- Investigating and resolving issues effectively
- Keeping payment on track while issues are resolved
- Recording complaints and using them to drive improvement.
