Western Nevada College

BUS118B Resolving Customer Complaints

 Phone 423-7565  Ext. 2265
E-mail:  igallio@wnc.edu
Home e-mail:  igallio@charter.net
Web page address:  http://www.wnc.edu/~igallio/

COURSE DESCRIPTION & OBJECTIVES:

Introduces students to the importance of recognizing, resolving, and preventing customer complaints in the workplace.  Focuses on development of constructive techniques to interact with customers who have complaints.

At the completion of this course student should be able to: 

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Recognize the reasons customers complain.
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Identify the various types of customer complaint behaviors.
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Recognize the importance of viewing complaints as opportunities.
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Develop strategies to say “no” without losing a customer.
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Develop techniques to communicate with various types of customer behavior.
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Develop a process to resolve customer complaints.
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Recognize the importance of preventing customer complaints.