Managing Customer Complaints

Self-Study Course

Open Enrolment

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What Will I Learn?

This course introduces participants to customer complaints and service recovery, covering key concepts including; defining "quality" in services; understanding complaint behavior. Emphasising strategies to leverage challenges into loyalty-building opportunities, understannding cultural considerations, and provides essential tools for fostering strong customer relationships and promoting continuous improvement in service recovery systems.

Course Structure

This course teaches participants how service organizations manage customer complaints effectively, exploring quality and customer service theories. It covers efficient response to service failures using models, handling diverse complaints sensitively, and developing comprehensive service recovery management programs.

Weekly topics include:

Introduction to Managing Customer Complaints
Customer Complaints
Service Recovery Paradox
Service Recovery Management

This course could appeal to:

Customer service professionals, operations managers, quality assurance specialists, and anyone involved in managing or responding to customer complaints in the hospitality industry.

Self-Study

€235
Purchase now for immediate enrolment and access to the course materials, and complete at your own pace.

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◼ Learn from pre-recorded learning material in your own time.

◼ Study at your own pace - any time, from any where.

◼ Self-reflection assignments.

◼ Receive a Certificate of Completion.

◼ Access learning materials for 6 months.

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