Responding to Customer Complaints

Certificate Program

Total Program Hours:

1.4 hours


Program Duration:

Less than a day

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.

Learning Objectives

By the end of this course, 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

Course ID

CUS-1009

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