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Module 1: Handle a range of customer complaints in a Contact Centre and BPO

ryanrori January 28, 2021

After completing this module, the learner will be able to handle a range of customer complaints in a Contact Centre and BPO, by successfully completing the following:

  • Establish customer complaints
  • Record customer complaints
  • Determine resolutions of the complaint
  • Escalate to relevant authority within the organisation
  • Initiate follow-up actions 

Handle a range of customer complaints in a Contact Centre and BPO

Service providers employ all sorts of strategies to avoid customer turnover.  Smart organisations know that it is not enough to have the lowest price or the best technology – there always seems to be a competitor who can do it better or cheaper.  There are no guarantees, but one of the best customer retention strategies is to provide superior customer service.  And that means listening to your customers.