1 - Introduction (48.44 MB)
2 - Agenda of the course (7.08 MB)
3 - Complaints Gift or Curse (12.2 MB)
22 - Self Assessment (13.09 MB)
23 - Action Plan (10.54 MB)
24 - Test (5.92 MB)
25 - Conclusion (8.45 MB)
4 - Service Recovery Paradox (46.2 MB)
5 - Customer Value Pyramid (59.46 MB)
6 - Moment of Truth Levels Their Outcomes (57.19 MB)
7 - Case Study Poor Customer Service Negligence (2.42 MB)
8 - Case Analysis Necessary Tips (54.48 MB)
10 - Dos Donts in Handling Complaining Customers (26.81 MB)
9 - Handling Complaints LEAFF Model (34.25 MB)
11 - Types of Difficult Customers Strategies to Handle Them (174.34 MB)
12 - Product Process Knowledge (95.66 MB)
13 - Ownership Empathy (34.41 MB)
14 - Case Study Poor Complaint Handling Lack of Ownership Led to Financial Loss (3.35 MB)
15 - Case Analysis Necessary Tips (74.49 MB)
16 - Networking Relationship (8.49 MB)
17 - Case Study Where did they go wrong (3.05 MB)
18 - Case Analysis Necessary Tips (56.12 MB)
19 - Developing Retention Strategies (143.8 MB)
20 - 4 Strategies to say professionally No (40.44 MB)
21 - Importance of Good Will LetterEmail in relationship Enhancement Sample Email (43.22 MB)