- types, causes, and impact.
- Context of Continual Service Improvement (CSI).
- empathy, active listening skills, and/or reading between the lines.
- There is no such thing as over communication.
- Setting appropriate boundaries
- ISO 10002
- Documenting customer complaints and preserving evidence.
- Introduction to conducting an Incident or Problem Review.
- Persistent Problems: the problems that seem unfixable.
- Measuring the effectiveness of complaint handling processes.
- How to use customer complaints to improve customer satisfaction and ultimately customer retention.
Students: Sponsored students, being booked a place by their college or university, may be eligible for a full 100% fee waiver.
Bursaries: Students may also be eligible for a travel and accommodation bursary from their sponsor.
Micro-Businesses: A discount of 50% is available to micro-businesses.