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Responding to Customer Complaints

"This course is part of a comprehensive program. Please contact us for more information."

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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.

Course Details

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

Preparing you for success

The Northwest Skills Institute is an industry focused training organization.

Our programs are geared specifically for industry, making students more qualified and READY FOR WORK.

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Trusted by companies looking to develop highly skilled workers

Manufacturing BC
Discover Tours
Print Forward
Mission Community
BC Food & Beverage
Go Industrial
Great Little Box Company
BC Apparel & Gear
Mustang Survival
Red Wood Rubber

Northwest Skills Institute
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NW Skills acknowledges and respects the traditional territories of the First Nations, Métis, and Inuit peoples upon which we and our partners carry out our work across Canada. We thank the hereditary First Peoples who continue to live on and care for these lands.