Course Overview

Customer complaints are a part of day-to-day work for most of us. Being able to bring them to a successful conclusion is good customer service. It also makes us feel good to solve a problem.

In this course we look at how we can diffuse customer complaints by demonstrating active listening skills that reassure the customer we are listening and valuing what they have to say.

We also explore how important it is to display empathy when we are dealing with customer complaints. We show empathy through our body language and the words we use.

Finally, we look at problem solving and follow up procedures. This aspect of customer service is crucial to providing the customer with a satisfactory close to the situation. Positive feedback, even after a negative experience will help retain and even grow your customer base.