What Will I Learn?
This course introduces participants to customer complaints and service recovery, covering key concepts including; defining "quality" in services; understanding complaint behavior. Emphasising strategies to leverage challenges into loyalty-building opportunities, understannding cultural considerations, and provides essential tools for fostering strong customer relationships and promoting continuous improvement in service recovery systems.
100% Online
Learn at your
own convenience
16 Hours of Learning
3-4 hours per week
of learning
Recognised Certification
Globally recognised certification
Course Structure
This course teaches participants how service organizations manage customer complaints effectively, exploring quality and customer service theories. It covers efficient response to service failures using models, handling diverse complaints sensitively, and developing comprehensive service recovery management programs.
Weekly topics include:
Introduction to Managing Customer Complaints
Customer Complaints
Service Recovery Paradox
Service Recovery Management
This course could appeal to:
Customer service professionals, operations managers, quality assurance specialists, and anyone involved in managing or responding to customer complaints in the hospitality industry.
Self-Study
€250
Independently learn and study the course learning materials. Start now and complete at your own pace.
Learn from pre-recorded learning material in
your own time.
Study at your own pace - any time, from any
where.
Self-reflection and check-your-knowledge
quizzes.
Receive a Certificate of Completion.
Access learning materials for 6
months.
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