When Things Go Wrong

Very few organisations get everything right on every occasion. When things go wrong sometimes, it's no-one's fault. Accidents do happen and they occur without warning. However, the problem is that customers, the most important people to any organisation, can be affected, and sometimes very badly. Knowing how to handle a customer complaint is a key skill for all customer-facing staff. A badly handled complaint will only lead to another, a situation commonly referred to as the 'snowball' effect. More and more people, from higher and higher up the organisation get involved, with the horrendous cost of their time attached. On the other hand, a well-handled complaint can often achieve a great deal for your business. It's well accepted that a customer who complains, and has the complaint handled efficiently and speedily, will conclude the experience with an enhanced degree of loyalty to the supplier.This module explores constructive ways of complaint handling using effective investigation and resolution techniques in a variety of situations from lost baggage to unfair parking tickets.