Handling Customer Complaints

Objectives

Participants will learn how to deal effectively with customer complaints so as to win repeat business and enhance customer loyalty

Programme Outline

• Defining customer satisfaction and dissatisfaction
• Identifying types of customers
• Why do customers complain?
• Complaint handling procedure
• Service recovery
• Complaints as an opportunity to improve
• Preventing complaints

Who should attend?

All customer contact personnel

Duration

6 hours

Fees

MUR8,000/- per participant