Online · Self-pacedFreeQuality ManagementBeginnerEnglish
Customer Satisfaction and Complaint Handling
Measuring what customers actually think and handling complaints so that they strengthen the relationship. Covers satisfaction measurement beyond surveys, complaint process design, recovery and response, extracting learning from complaint data, and closing the loop with the customer.
Taught by Icompetent Solutions
- Modules
- 6
- Lessons
- 26
- Duration
- 3h 46m
- Level
- Beginner
- Quizzes
- 6 graded
- Enrolled
- 1
Course content
6 modules · 26 lessons · 3h 46m
Who the customer is, what they expect, the key terms used in complaint handling, and why complaints are valuable.
- Who Is the Customer?Preview8 min
- Expectations, Needs and Satisfaction8 min
- The Language of Complaint Handling7 min
- Why Complaints Are Valuable7 min
- Customers and their expectations quiz8 questions · pass 70%
Topics covered
Customer Satisfaction
Complaints
Service Recovery
Voice of the Customer
Feedback
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