When you work in customer service, dealing with unhappy customers is unavoidable. In this
course, you’ll learn how to respond to customer complaints. You’ll also discover a problemsolving
process that can help you and the customers reach a mutually agreeable solution.
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 Number: CUS-1009