Complaints and Quality Management - Quality through Customer Service

Customer complaints are an inevitable part of business. But can a customer complaint be good for business? Yes, when it’s used to rectify a weakness in a product, service or process and when it turns a dissatisfied customer into a loyal ambassador!

This course shows how to use complaints as a valuable source of information that can deliver a genuine business advantage.

Complaints and Quality Management: Quality through Customer Service introduces new techniques to change the way businesses approach complaints. Staff will develop skills to help them use complaints to find solutions to problems rather than apportioning blame, and understand how taking a positive approach to complaints can lead to business success and satisfied customers.

Course Subject Area

• Customer Service