How to Handle Customer Complaints and Solve Problems in a Contact Centre

If you are employed in a Contact Centre and want to solve problems and handle customer complaints effectively, this course is perfect for you.  

461 students enrolled

If you are employed in a Contact Centre, and want to solve problems and handle customer complaints effectively, this course is perfect for you.

Learners accredited with this course will be able to:

  • Identify the customer’s problem.
  • Commit to solving the customer complaint.
  • Arrange correct planning and solution to the customer’s problems.
  • Communicate with all stakeholders.
  • Provide practical business solutions.
  • Obtain and evaluate project information to facilitate Contact Centre problem solving:
  • Provide advice and support regarding received information to facilitate Contact Centre problem solving.

Session 1

1
Lesson 1: Identifying a Customer Problem
10:51
2
Lesson 2: The Origin of Complaints
5:24
3
Lesson 3: Solving Problems
4:43
4
Lesson 4: Document all Queries
2:29
5
Lesson 5: Commit to Solving Problems
4:41
6
Lesson 6: Customer Satisfaction
3:52
7
Lesson 7: The Complaints Procedure
6:14
8
Lesson 8: Find and Apply the Solution
8:12
9
Lesson 9: Communicate to Stakeholders
6:41
10
Lesson 10: Answering Angry Customers
9:35
11
Lesson 11: Building Relationships
8:08
12
Quiz 1: Handling Customer Complaints
6 questions

Session 2

1
Lesson 12: Obtaining Information
9:15
2
Lesson 13: Identifying Information
6:28
3
Lesson 14: Analyse the Information
4:04
4
Lesson 15: The Decision Making Process
8:59
5
Lesson 16: Motivating your Employees
5:36
6
Lesson 17: A SWOT Analysis
6:28
7
Quiz 2: Problem Solving
6 questions

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Includes

3 hours
Full lifetime access
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