How to deal with incidents and complaints from customers

Important to know:
The course video is English with Romanian subtitles and test questions are in Romanian.

Overview

The inability to realize the importance of customer service and the effective handling of complaints leads to increased customer dissatisfaction. Organizations need to be able to meet the needs of their customers in an effective way to succeed. This course is intended to demonstrate the appropriate procedures and processes required to provide effective customer service (CS). It covers how to improve customer relations to reduce conflict and improve service excellence. You will also learn how to provide appropriate documents for reporting incidents.

Objectives

• Recognize typical steps in a customer relationship process

• Recognize the four actions in documenting an incident

• Sequence steps in the incident management process

• Match metric incident measurement data with examples of what to measure

• Identify techniques for managing abusive customers, or angry

• matching customer issues with the right escalation approach

• identifying what needs to be included in customer feedback