Successfully helping upset clients

$29.00
Professional Development:
0.75 hours
Workplace Activities:
None
Online Length:
45 minutes
Professional Development Certificate:
Yes on completion
FPA Accredited:
Yes
FPA Professional Dimensions:
0.5 hours Attributes and Performance and 0.25 hours Reflective Practice
ASIC Knowledge Requirements:
0.75 hours Skill Requirements
Current stock: 0
Description

Description

What is this topic about?

This topic is about one of the most important aspects of providing excellent client service: handling upset clients and their complaints. Clients who complain are offering the organisation a chance to identify and resolve problems, demonstrate excellent service, and keep loyal clients. From this topic, you will be able to view client complaints as opportunities, handle upset clients effectively, and ultimately create the opportunity for a positive client experience.

Why is this topic important?

This topic is important because only about 4% of clients complain. Most clients just silently take their business elsewhere. Dissatisfied clients tell as many as 20 other people about their experience. Yet almost all client complaints are fixable. It’s estimated that 95% of clients that have their complaints resolved will remain clients and keep doing business with the organisation. Upset clients are often only a lost opportunity because the professional didn't know how to respond.

Who is this topic for?

This topic is suitable for all professionals, but particularly those in service, sale or relationship management roles.

Additional Info

Additional Info

Professional Development:
0.75 hours
Workplace Activities:
None
Online Length:
45 minutes
Professional Development Certificate:
Yes on completion
FPA Accredited:
Yes
FPA Professional Dimensions:
0.5 hours Attributes and Performance and 0.25 hours Reflective Practice
ASIC Knowledge Requirements:
0.75 hours Skill Requirements

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