处理投诉--承担责任

We’ve all had a complaint about a product or service – even if we didn’t raise it with anyone. But how frustrating would it be if you did raise it with the company (or individual) and no one took ownership? It’s unlikely to be resolved, which will only cause further complaints. And it’s the same for your own customers.

It’s important for both individuals and the organization as a whole to handle complaints in an appropriate way. That includes taking ownership of the issue. Handling a complaint the wrong way, and not taking ownership, can cause it to escalate. So how do we get it right? This course will show you.

By the end of this course, you’ll be able to:

• Understand potential consequences of failing to handle complaints effectively
• Identify effective methods for handling complaints
• Recognize appropriate ways to demonstrate ownership of complaints

Why take this course?

Complaints affect all levels of a retail business, from retail assistants to head office, and everyone within an organization can play a part in ensuring they’re handled effectively. This course will benefit anyone working in retail, at any level, and will focus on the consequences of failing to handle a complaint correctly, show you effective methods for handling complaints, and explain how to demonstrate ownership.

15 mins | SCORM | Takeaway Tasks