Managing Customer Complaints in a Contact Centre

Managing Customer Complaints in a Contact Centre

Identifying the customer’s problem, committing to resolving the customer complaint, planning and implementing effective solutions, communicating with all stakeholders, and delivering practical business solutions are integral steps in effective customer service and problem resolution within a business context.

This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner`s job. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry.

Course Content

  • The nature of the complaint is identified and assessed
  • The origin of the complaint is identified
  • Responsibility for action to solve the problem is taken
  • The problem is documented, according to company regulations and requirements
  • Commitment to resolving the complaint is demonstrated
  • The customer is totally satisfied with the complaint process to date
  • The company provides support for both the individual and the customer
  • The correct solution is applied to solve the customer’s problems
  • Contact is maintained with all relevant stakeholders
  • The correct solution is applied to the customer’s complaint within the agreed timeframe
  • Relevant internal parties are notified of the complaint and its rooting
  • Immediate superior is notified of the customer’s complaint for further action
  • The customer is communicated with regarding the outcome and progress of the solution
  • A partnership is arranged between other stakeholders and the organisation, which enhances the solution of the customer’s problem
  • Relationships are built by solving the customer’s complaint and by building sales
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
SpecCon Short Course
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