Quality through Customer Service

Customer complaints are an inevitable part of business. But can a customer complaint be good for business? Yes, when it’s used to rectify a weakness in a product, service or process and when it turns a dissatisfied customer into a loyal ambassador.

This course shows you how to use complaints as a valuable source of information that can deliver a genuine business advantage. Famous faces including Dawn French, Jane Horrocks and Stephen Tompkinson will show you how to improve quality by responding appropriately to customer complaints.

You’ll learn new techniques to change the way your business approaches complaints. You will develop skills to help you use complaints to find solutions to problems rather than apportioning blame, and understand how taking a positive approach to complaints can lead to business success and satisfied customers.

You'll learn how to:

When you have completed this course, you will be able to:

• approach complaints positively
• avoid blaming other people
• investigate the source of the problem
• encourage staff to make suggestions and take the initiative
• work as a team to create and agree a solution

How this course can help your business:

• Identify and deal with business problems as they arise, minimising disruption to the business
• Improve business performance as weaknesses and issues are addressed
• Retain existing customers by listening to and acting on their feedback
• Win new business through word of mouth
• Improve profitability through greater efficiency and increased customer satisfaction
• Retain and enhance your reputation

Course Code: 104198BT031