Resolve customers’ complaints
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Handling complaints’ webpage from the Institute of Customer Service website.
- ‘Active Listening’ webpage from the Skills You Need website.
- ‘What is Negotiation?’ webpage from the Skills You Needi website.
- ‘Why customer complaints are good for your business’ on the Super Office website
- 'How much are complaints costing your business?’ on the Workpro website
- 'An introduction to conflict resolution’ from Skills You Need
- 'Techniques for dealing with customer complaints’ from Marketing Donut
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- This section of the Customer Champions website covers ‘Cost of customer complaints’. Click to read this and other articles on ‘Customer Focus’.
- This article is titled 'Addressing customer experience challenges with root cause analysis' on the Delighted website.
- Find and read: ‘Complaint Management Excellence, Creating customer loyalty through service recovery’ by Sarah Cook, published by Kogan Page. NB You should be able to borrow this book from your local library or it may be available online as an electronic version.
- ‘Customer Service Training 101: Quick and easy techniques that get great results’ by Renee Evenson, published by Amacon (third edition 2018). Find and read chapter eight ‘Calming the storm’. NB You should be able to borrow this book from your local library or it may be available online as an electronic version.
- Think And Challenge
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