Managing Customer Complaints

Overview

Master AI & Machine Learning for 50% Off

Go under the hood of AI — neural networks, real-world applications & more. Designed by UNSW experts.

A practical course on handling customer complaints and service failures in service organisations. It covers how service operations are structured to respond to complaints, quality and customer service theories and models applied to the service industry, procedures for responding to service failures, responding to complaints across culturally diverse perspectives, and the design of a service recovery management program. Suited to customer service staff, supervisors and managers in service industries.

Syllabus

Analyse how services organisations manage their operations to respond to customer complaints.
Analyse how quality and customer service theories and models relate to the service industry.
Use procedures and models to respond to service failures.
Respond to complaints from culturally diverse perspectives.
Develop a service recovery management program.