Handling Complaints Gracefully
Duration15'
No. of mini-lessons4
ResourcesTakeaway Tasks
Duration 15'
No. of mini-lessons 4
Resources Takeaway Tasks
Course overview
Customers’ expectations aren’t always matched by their experience. For example, they might have to wait in line for longer than they wanted. Sometimes, when this happens, customers may decide to complain. And as the face of customer service, your customer service teams need to handle their complaint. How well they do this can affect the reputation of the business.
Whatever form a complaintarrives in, your teams need to resolve it effectively with a solution that ideally suits both the customer and the business. Your employees can even use complaints to find areas of customer service that need improving. This course will show them how.
What's covered
How to approach different forms of customer complaints
Differentiating between effective and harmful complaint resolutions
Using complaints to improve customer service
Why your teams need this course
Managing complaints effectively benefits both customers and the business. This course is for anyone working in customer service who may need to handle a complaint. They’ll learn how to approach customer complaints in different forms, deliver effective complaint resolutions, and use complaints to make customer service even better.
Accredited by CPD
TalentLibrary is recognized as reaching the standards and benchmarks required by the Continuing Professional Development (CPD) Certification Service.
The CPD Certification Service is the world’s leading and largest independent accreditation organization for professional development courses across all industry sectors.
