When you work in customer service, dealing with unhappy customers is unavoidable. In this course, you will learn how to respond to customer complaints. You will also discover a problem-solving process that can help you and the customers reach a mutually agreeable solution.
Estimated completion time (hours): 1.4
Objectives
By the end of this course, you will be able to do the following:
- 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
Estimated Time (Hrs): 1.4
Language: English