Responding to Customer Complaints

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Registration is closed, however our advisors are available to address your questions. Price quoted are in Canadian funds, per person, per registration, one month access, and does not include any applicable taxes. Subject to change without prior notice.

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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