Course Description

When you work in customer service, dealing with unhappy customers is unavoidable. In this module, you’ll learn how to respond to customer complaints. You’ll also discover a problem-solving process that can help you and the customers reach a mutually agreeable solution.

By the end of this module, you will be able to

• Explain the importance of customer complaints

• List the different modes of customer complaints

• Explain how to encourage customer complaints

• Describe how to prepare for common complaints

• Explain how to choose words that help calm angry customers

• Explain how to deal with complaints promptly and to the satisfaction of the customer

• Describe the problem-solving process in customer service

• Handle customer objections to possible solutions

• Recognize the importance of following up with customers

• Explain how to use complaints to prevent issues with future customers

Estimated completion time (hours): 1.4