Handling Complaints
English
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Full Lifetime Access
Self-Paced
Finish in
25 mins!
Finish in
25 mins!
Made for for
Employees
and
Supervisors
Employees
and
Supervisors
Certificate
of Completion
of Completion
Mobile -
Friendly
Access
Friendly
Access
What you'll learn
In this course, you will learn why it is so necessary to learn how to handle complaints positively and a process for handling complaints that will lead to positive outcomes.
Skills covered in this course
Description
What happens when a customer complains to you about something you may or may not even have anything to do with? You represent your company so you need to handle the situation well. This four-part course shows you how to handle complaints in a positive way that resolves the situation and keeps the customer happy — so they stay your customer!
Table of Contents
When a Customer Complains: Defines a complaint and how to know when something a Customer says is actually a complaint and not something else.
Complaints Are an Opportunity: Reveals some statistics about the behavior of complaining Customers and introduces a process for responding to them.
The Complaint-Handling Process: Walks through a branching scenario to explore the complaint handling process.
Complaint-Handling Skills: Discusses the soft skills necessary to be able to handle complaints effectively
Author
We’re an experienced group of sales and marketing leaders, and education and coaching stalwarts. We’ve all held senior positions at global corporations, or rolled up our sleeves to turn start-ups into successful international businesses, and in many cases we’ve done both.
Handling Complaints
Handling Complaints 1 - When a Customer Complains
Defines a complaint and how to know when something a Customer says is actually a complaint and not something else.
Handling Complaints 2 - Complaints Are an Opportunity
Reveals some statistics about the behavior of complaining Customers and introduces a process for responding to them
Handling Complaints 3 - Complaint Handling Process
Walks through a branching scenario to explore the complaint handling process
Handling Complaints 4 - Complaint Handling Skills
Discusses the soft skills necessary to be able to handle complaints effectively
