Complaints Handling and Reputation Management

£35.00 + VAT
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Course Overview

This course is for complaint handlers and front line staff who deal with consumers and complaints first hand. The course uses real life case studies and provides step by step guidance, allowing staff to manage consumer expectations and respond in a manner that preserves and even enhance a business’s reputation.

Course Details

This course is for complaint handlers and front line staff who deal with consumers and complaints first hand. The course uses real life case studies and provides step by step guidance, allowing staff to manage consumer expectations and respond in a manner that preserves and even enhance a business’s reputation.

By the end of the course you will understand how to define a complaint; the golden rules of complaint handling; the do’s and dont’s of responding by email, telephone, letter and social media will be dealing with complaints; how to deal with difficult complainants; goodwill offers and full and final settlement and dealing with the Ombudsman.