Chapter Name: Fundamentals of customer complaints management
Description:Covers complaint resolution processes, communication skills, and service recovery strategies.
Purpuse:To prepare learners to handle customer complaints effectively and constructively.
Rational:Proper complaint handling retains customers and improves reputation.
Chapters Topics
The definitions and terminologies associated with customer query and complaint handling
Clarifies key terms related to handling complaints, including service recovery, resolution, escalation, and feedback mechanisms.
Overview of the typical query and complaint handling processes and systems
Outlines standard procedures for managing customer queries and complaints, from logging and investigation to resolution and follow-up.
The pillars and leading practices in complaint and query handling
Identifies the core principles of complaint management such as timeliness, transparency, empathy, and accountability.
Tips on getting the most value from effective query and complaint handling
Offers strategies to turn complaints into opportunities for improvement and customer retention by learning from feedback and demonstrating responsiveness.
Feedback loops and value adding
Describes the use of customer feedback to improve products, services, and internal processes, ensuring that lessons learned are shared across the organization.