What you'll learn:
- Improving Service Quality and Productivity
- Managing Customer Relationships and Building Loyalty
- Complaint Handling and Service Recovery
- Striving for Service Leadership
Service Excellence Practitioners and Scholars alike have argued that a complaint is a gift. Complaining Customers are usually giving institutions opportunities to rectify bad service situations and do better in the future. This course on Service Management and Complaint Handling is a middle to Senior Level course targeted at Masters level and advanced level undegraduate students working in any area of business. It is also an excellent executive training module for busy executives seeking a refresher course on topics like:
1. Service Management
2. Managing Difficult Customers
3. Complaint Handling and Service Recovery
Every CEO or Institutional Leader should be interested in taking this course to the extent that customer complaints are a constant part of any Institutional enterprise. Complaints that are poorly managed could go a long way to destroy the future profitability of any enterprise.
