E-learning - Distant learning - Cegos|e-Learning Catalogue|Commercial | Customer relations | Handling claims in long-term customer relationships

e-learning training : Commercial

 
Distance learning module
 
M108 | Duration : 30 mn

Handling claims in long-term customer relationships

objective
To manage internal and external complaints in a way that preserves long-term customer relationships.
target audience
All managers of teams involved in customer contact and/or customer services.
IN CONCRETE TERMS, YOU WILL BE ABLE TO...
- Identify the inherent risks involved in a complaint.
- Measure the benefits of handling complaints effectively.
- Analyse the complaint handling process within your unit.
- Anticipate and plan for complaints effectively.
- Deal with the causes of complaints.
Programme
- Making complaint handling one of your key priorities.
- Transforming a complaint into an opportunity to develop loyalty.
- Implementing the complaint handling process.
- Increasing the customer loyalty rate.
HIGHLIGHTS
- Reasons why you should handle customer complaints more effectively.
- Practical tools to help you do this.
- The benefits you can gain.
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