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.

- Customer service professionals-

- Beginners in CS

- CS wants to improve their VOC

Intro

53 seconds
What is Complaint

3 minutes 4 seconds
Why do we Go Back

2 minutes 22 seconds
Communication

4 minutes 18 seconds
Customer Service Vs. Customer Experience

2 minutes 26 seconds
Forbidden Phrases

1 minute 50 seconds
VOC

2 minutes 18 seconds
Complaints as Opportunities

4 minutes 31 seconds
KANO Model

3 minutes 44 seconds
LATTE

2 minutes 19 seconds
Conflict Management

4 minutes 58 seconds
Resolution Steps

2 minutes 29 seconds
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.

Visit Linkedin

Beginner