030. Customer Complaints

Instant and Accessible Learning

The "Customer Complaints" online course is a self-paced e-learning course that will show you how to turn every customer complaint into a customer care triumph. Skilfully designed to be accessible 24/7 from your IE or Mozilla browser, this online course will be valuable to anyone who wants to develop their skills in customer care and communications.

Learning at its Best

Like all the online courses in this series, "Customer Complaints" is designed in 5 parts to mirror how people learn best. These 5 parts are::
· an Introduction, including a Welcome, Overview, Self-assessment, and Aims of the Course
· a series of Topics related to the subject with trainer introductions, models of important concepts, pop-up animations, "things to do" reminders, and key points
· a range of Quiz questions to test what you've studied
· a Review of Aims
· a final round-up including quiz scores and certificate of completion.

Topics in "Customer Complaints"

In this online course, you'll learn some of the key topics in customer care and working with others. They include:
1. The Value of Complaints
2. We Need Complaints
3. What Complainers Want
4. Do's and Don'ts
5. Being Assertive
6. Resolving a Complaint
7. Listening
8. The Wrong Way to Listen
9. The Right Way to Listen
10. They are Important
11. We're On Your Side
12. The Sweetest Sound
13. I Understand
14. The Customer is Right
15. Accept the Problem
16. Losing Customers
17. Get An Answer
18. Waiting Time
19. Something Extra
20. My Name is Joe...
21. Enquire How You're Doing

Complementary Products

To learn more about working with others in general and customer care in particular, subscribe to other customer care online courses or download the working with others topics in the MTL SkillBoosters and Step by Step Series.

Price of this product: FREE!

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