Soft Skills
Complaint Handling
In this course you will learn:
- The meaning of compliant.
- How communication can affect the customer service?
- Phrases which is negative to use with customers and how you can replace them with other positive ones.
- What is VOC and how can companies use it?
- How you can use your clients' complaints as a market survey?
- What is KANO model and how can you use it?
- What is LATTE technique?
- Steps to resolve conflicts.
Who takes this Course
- Customer service professionals-
- Beginners in CS
- CS wants to improve their VOC
Content
-
Lecture 1: Intro
53 seconds -
Lecture 2: What is Complaint
3 minutes 4 seconds -
Lecture 3: Why do we Go Back
2 minutes 22 seconds -
Lecture 4: Communication
4 minutes 18 seconds -
Lecture 5: Customer Service Vs. Customer Experience
2 minutes 26 seconds -
Lecture 6: Forbidden Phrases
1 minute 50 seconds -
Lecture 7: VOC
2 minutes 18 seconds -
Lecture 8: Complaints as Opportunities
4 minutes 31 seconds -
Lecture 9: KANO Model
3 minutes 44 seconds -
Lecture 10: LATTE
2 minutes 19 seconds -
Lecture 11: Conflict Management
4 minutes 58 seconds -
Lecture 12: Resolution Steps
2 minutes 29 seconds -
Lecture 13: End in a High Note
1 minute 39 seconds
Meet your instructor
Mohamed Khaled
As a talent development professional with 12 years of experience, I am passionate about helping organizations achieve their goals through effective learning and development programs. I am dedicated to creating training programs aligned with business needs, staying current with industry trends, and developing strategies for identifying training needs and evaluating their effectiveness. I excel in designing and delivering various training programs, including onboarding, leadership development, technical skills, and compliance training. My experience includes working with diverse teams at all organizational levels, and I am committed to fostering a positive and engaging learning environment. I continuously seek new challenges and opportunities for growth in my field.