Description

Welcome to Assist with customer difficulties course. This course has been designed to provide you with the knowledge and skills required to solve customer problems and use techniques to deal with customer difficulties.

It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

About this course

Training Provider: OHS.com.au with AlertForce (RTO Code 91826)

Location: Online

Course length: Approx. 4 hours (awareness version)

Time: Self-paced

Certification / Accreditation: Certificate of Completion* or Statement of Attainment depending on what is purchased

CPD Points: Yes. 4 points as certificate of completion or 5 points as Statement of Attainment.

Background – What are customer complaints?

Customer complaints are defined as the gap between what a business promises customers and what they actually get. This is where customers don't get the right customer service experience and it is the misperception of the brand.

Different types of customer complaints could exist. This could be due to poor communication, internal processes, or poor service. It is easier to transform conflict into positive change when you realize that a complaint can be viewed as an opportunity. If you pay attention to customer complaints, they can help you resolve problems.

Customers should feel appreciated for sharing their complaints and opinions. This helps you understand what customers think about your products and services. These are extremely valuable for your business as they not only help you to gauge customer perception but also reveal so many opportunities for growth.

It is important to learn to value customer complaints in order to take your business to the next level. If you can handle complaints well, they can be used to your advantage and help your company grow. Customer complaints are an opportunity for your team to have open discussions with customers.

These conversations can help customers feel valued and important components of your success. Customer complaints can provide valuable insight into the training of your front-line support staff and how they can improve. These feedbacks can also be used to train new members.

Aims and Objectives of this course

This course Assist with customer difficulties (based on SIRXCEG002) will help you earn the skills necessary to recognise customer dissatisfaction and take action to avoid escalation and to follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer.

Our Assist with customer difficulties course is based on the unit of competency of SIRXCEG002. Whilst this course is not nationally recognized, it follows the learning outcomes and elements associated with that unit. The course contains

1. Narrated e-learning learning resources online
2. Online Assessment tasks
3. Ability to download your Certificate of Completion once assessment tasks are completed

What will you learn by completing the training course?

This course will include an understanding of awareness of the relevant legislation and your responsibilities in assisting with customer difficulties.

Learning outcomes include:

1. Refer complex and escalated customer complaints to relevant personnel.
2. Maintain a positive and cooperative manner during all customer interactions.
3. Report on customer complaints following organisational procedures.
4. Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities.
5. Process refunds and exchanges and record details according to organisational policies and procedures.
6. Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem.
7. Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance.
8. Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction.
9. Offer suggestions and solutions to relevant personnel for improved customer experiences.

How Is the Training Delivered?

Assist with customer difficulties course is available online and completed in your own time. This Assist with customer difficulties training course is based on the learning outcomes outlined above.

The course is typically designed to be completed in a minimum of four hours. However, the exact length of the course may depend on your ability and prior knowledge around the subject.

As the training is delivered online, you are able to complete it at your own pace.

What Accreditation Will You Get?

After completing the Assist with customer difficulties course, an assessment is conducted to determine if you have understood the information presented during the training course. If you pass this assessment, you receive a Certificate of Completion.

IMPORTANT NOTE whilst this course is based on the learning outcomes of the course provided, it is important to note that it is not a Nationally Recognised Statement of Attainment unless you opt for that option. Nationally Recognised training is only really required If you specifically require that unit of competency for a qualification or licence (typically this will require a practical component, further assessment and increased costs).

This course has been designed to comply with the best practices of national health and safety standards. Terminology has been chosen for clarity and ease of comprehension across jurisdictions. For example, ‘employer’ has been used to signify the broader term ‘PCBU’, while ‘WHS’ represents both work and occupational health and safety.

This training is not a substitute for professional legal advice. If you require further advice or information, please contact the health and safety regulator in your jurisdiction. A Certificate of Completion is issued on successful completion of the course and you are required to get an 80% pass mark to be deemed as understanding the content. It is recommended that training is conducted every 2 years to stay refreshed.

Is the course tax deductible?

Whilst you should get advice from your financial advisor to confirm, generally speaking further training and education related to advancing your career is 100% tax deductible.

Approx. run time: 4 hours