Sales and Service → Customer Service Essentials

Handling Complaints Gracefully (CSE06v2)

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, you need to handle their complaint. How well you do this can affect the reputation of the business you work for.

You could receive a complaint face to face, on the phone, or through email or social media. Whatever form it arrives in, you need to resolve the complaint effectively with a solution that ideally suits both the customer and the business. You can even use complaints to find areas of customer service that need improving. This course will show you how.

By the end of this course, you’ll be able to:

• Recognize how to approach different forms of customer complaints
• Differentiate between effective and harmful complaint resolutions
• Use complaints to improve customer service

Why take this course?

Managing complaints effectively benefits both customers and the business you work for. This course is for anyone working in customer service who may need to handle a complaint. You’ll learn how to approach customer complaints in different forms, deliver effective complaint resolutions, and use complaints to make customer service even better.

15 mins | SCORM | Takeaway Tasks

Version Date: 2023/11/29

  • Handling Complaints Gracefully
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever