Practical course: complaints and claims

In a consumerist society as the current attention to customers and users of goods and services is very important, so knowing how to perform this function correctly can mean great opportunities. To deal with situations of complaints, claims, or dissatisfactions with the product obtained is difficult, they must be treated carefully, because the image of the company depends on it, so the quality of the service must be good, the quality, speed and effectiveness of the solution depends on the client's confidence on the service offered. In short, this course is intended to achieve the acquisition of these necessary capacities in attention of complaints and claims, which from a labor perspective is necessary, and useful in a personal perspective.

- Sensitize about the importance of quality in service and the need to seek zero defects. - Know the communication process, your barriers and difficulties, highlighting the need to get customer feed-back. - How to communicate effectively, how to listen actively, implementing assertiveness and empathy. - Understand complaints and claims as an opportunity and not as a problem. - Learn to treat claims, both in person and by phone. - Demonstrate the legal regulations that force the consumer leaves available to the consumer.

Seller, receptionist, information point, customer service, communication, commercial, advertising, administration, telephone, operator, advisor, management.

This course prepares you to know how to face situations of complaints and claims whether of users in the case of the workplace, or of close or not people in the personal sphere. In short, knowledge about customer service will be provided, specifically the attention of complaints and claims.

This course is aimed at people interested in the quality of service, knowing the communication processes, their barriers and difficulties, who want to be able to have effective communication with others, with active listening, empathy and assertiveness. The course is focused for experts and not expert offering the possibility of acquiring the basic concepts regarding the control of complaints and claims of clients and the general public, trying to solve them efficiently, effectively, using skills such as empathy and assertiveness.

This training is not included in the scope of official regulated training (Infant Education, Primary Education, Secondary Education, Official Professional Training FP, Baccalaureate, University Degree, Official University Master and PhD). It is therefore a complementary and/or specialization training, aimed at acquiring certain skills, skills or aptitudes of a professional nature, being able to be barely as merit in workbags and/or opposition competitions, always within the complementary training section and/or continuous training being always essential to review the specific requirements of the public labor stock of the public labor stock market.