Cover.jpg

sharelookpi.jpg

Customers are very important people in any organisation and they should be handled with care. This customer complaint course has three modules and seven lessons. The three modules include; mindset, skills and knowledge. The first module has two lessons which are customer retention and customer complaints. The second module has three lessons which are prompt and satisfactory call, communication modes and call preparation. The last module has two lessons which are claims and complaints and business rules for handling complaints. The goal of the course is to help the learner explain the benefits of keeping a customer, effectively tackle the complaints of customers, utilise different communication modes when handling customers and, effectively recognise the need for proper preparation before calling a customer and while at it, handle complaints adhering to the laid down rules and regulations. Customer complaints helps the business entity to know some of its faults and thus rectify where possible. It is very hard to get a new customer and thus everything possible should be done to retain the existing customers. An organisation should have laid down strategies on how the complaints of customers can be handled. Phone calls of customers who call to complain should be handled with care to ensure high retention. 