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Course
This course covers complaint management for companies of all sizes, focusing on establishing a process for handling complaints. Properly implemented, a strong complaint management process not only supports customer satisfaction but is an early warning system for quality issues. Companies that systematically collect and analyze complaint data can identify recurring issues, enabling them to drive operational improvements and prevent future problems.
Download a SCORM file, ready to upload to your LMS, or the editable Articulate Storyline file, allowing you to modify the course.
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✓  Understand how to create a process for turning customer complaints into opportunities for growth.
✓  Create an environment where customers and employees feel comfortable raising concerns, while clarifying who does what across different departments to address complaints.
✓  Know how to receive, prioritize, and route complaints appropriately, and how to respond with empathy and professionalism.
✓  Understand how to use centralized tools to spot patterns and measure performance, then apply what you learn to improve products, processes, and services.
✓  Calculate the return on investment for your complaint program.
Executives, managers, customer-facing roles, support roles.
40 minutes
Self-paced e-Learning
Customer Service
Section 508
Customer Service
Get instant access to your files.
Courses are free for existing Knowledge Anywhere customers-contact us.*
SCORM
Download a SCORM file, ready for upload to your LMS.
Articulate Storyline
Download an editable Articulate Storyline file, allowing you to modify the course.
*Restriction may apply.
