Outcomes:

• Understand the nature of complaints;
• Know how to deal with complaints;
• Know how to resolve complaints;
• Look at examples of policies for handling complaints;
  
• Know the elements of a good complaint handling system; and
• Understand the importance of customer satisfaction surveys.

What you will learn:

• Understand Customer Complaints
• Handlings Complaints in a Calm and Professional Manner
• Process for Handlings Customer Complaints
• When to escalate Customer Complaints
• Measuring Customer Satisfaction

Target Audience:

• Aspiring contact centre agents and customer service representatives.
• Individuals who already work as contact centre and/or BPO professionals seeking to enhance their contact centre skills for career growth.