- Course Code: UKVC19CPH
- Location: Online
- Duration: 0.75 hours
- Cost: £49.00
- Qualification: All modern browsers and devices
- Course Access: 12 months
- Exams Included: Yes
- Compatibility: All major devices and browsers
It is a popular idea that bad news spreads faster than good news. When a customer encounters a bad service, such a person is most likely to tell ten other people about their bad experiences.
Hence, the need for proper complaints handling as a recovery process. Proper complaints handling allows for a second chance to put things right for your customers.
In most cases, the customer is key, and losing one could result in you losing many more. You are expected to carefully listen to the customer, admit your faults, accept responsibility, apologise to them and try to resolve their issues. However, whatever is done to resolve such issues should be acceptable within your company guidelines and policies.
It is imperative to see complaints as opportunities, in order to make customers feel better about your products and services and also generate repeat business.
Another thing to note is that, when complaints are not handled properly, it could make or break your business. In order to avoid this, this course will guide you towards better complaints handling procedures.
You Will Learn About:
- Why complaint handling is good for business
- The effects of complaint handling on customer satisfaction
- How to effectively handle customer complaints
- The importance of proper complaints handling
Benefits of Taking This Course Include:
- Learning about more effective ways in which to handle complaints
- Understanding that failure to properly handle customer complaints may cause customers to boycott your company
- Understanding the lengths that you can go to in order to please your customers
Who can take the Complaints Handling Certificate course?Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
What is the structure of the course?The course is broken down into 1 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
Where / when can I study the course?You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Is there a test at the end of the course?Once you have completed all 1 modules there is a multiple choice test. The questions will be on a range of topics found within the 1 modules. The test, like the course, is online and can be taken a time and location of your choosing.
What is the pass mark for the final test?The pass mark for the test is 70%.
What happens if I fail the test?If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
When will I receive my certificate?Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).
How can I pay?You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
How long after payment can I begin the course?You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
How long does it take to complete the Complaints Handling Certificate course?We estimate that the course will take about 0.75 hours to complete in total, plus an additional 30 minutes for the end of course test.
How long is my certificate valid for?Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.