This course will discuss the HIC Process for complaint handling using ISN for communicating and tracking, understanding complaints, techniques for addressing complaints, finding solutions, and handling difficult agents and clients. Upon successful completion of this course, you will earn your HIC Certificate on Complaint Handling.
CURRICULUM
The Importance of A Complaint Process & Documenting A Complaint Using ISN
- Understanding The Key Reasons For A Complaint Process
- How To Enter A Customer Service Inquiry
- How To View, Navigate & Close CSI’s
- Complaint Process Overview
Client & Agent Complaints
- Understanding Complaints
- What Creates A Complaint & Its Significance
- Unresolved Complaints
- Types of Complaints
- The Challenges Associated with Different Complaint Types
The Use of Active Listening & Empathy
- Active Listening
- Empathy
Techniques For Addressing Complaints
- Greet & Acknowledge
- Open Ended Questions
- Examples of Open-Ended Questions
- A Sincere Apology
- Solutions, Options & Identifying Obstacles
Dealing With Difficult Clients & Agents
- Challenging Behaviors
- Maintaining Composure In Difficult Situations
- De-Escalation & Negative Energy
Follow-Up & Continuous Improvement
- Post-Resolution Communication
- Continuous Improvement
Course Features
- Lectures 24
- Quizzes 7
- Duration 5 hours
- Skill level All levels
- Language English
- Students 3
- Certificate No
- Assessments Yes
