CUSTOMER COMPLAINTS TRAINING

RECEIVE AND RESOLVE

CUSTOMER COMPLAINTS

presented by: Dr. Freddie A. Quinito

 CUSTOMER COMPLAINTS TRAINING

Identify and analyse the complaint

Performance Criteria for this Element are:

Receive and accurately record a verbal

complaint using active listening and
empathy techniques

Identify through appropriate

communication techniques the exact
nature of the customers complaint

Maintain register or complaint file/s in

accordance with the requirements of the
enterprises information system
CUSTOMER COMPLAINTS TRAINING

Training Activity
(Individual)
Think back and reflect on a
past situation when you
addressed a customer
complaint. Answer the
following:
What was the situation
about?
How did you address it?
If you were to go back in
time, would you have done it
differently?
Be ready to share your
experience in plenary.