Identifying and Meeting Customer Needs
March 23, 2022
Introduction to Fractions
March 23, 2022
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