Customers complain because they are stressed, annoyed, and frustrated. Sometimes they will be emotional and volatile, other times they will appear despondent and cynical. The point is that to rectify the complaint, you have to be able to understand how and why they hold that particular opinion:
– Learn to put yourself in the shoes of all types of customers
– Raise your awareness of external factors and why they matter
– Think about how to create an environment of trust to solve problems
– Be the approachable human face of your business and make a difference
Course Content
Course Modules
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03:12
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Explain What is a Complaint
00:17 -
Explain Why do People Complain
01:42 -
Describe the Goals of Effective Complaint Handling
04:02 -
Explain the Strategies for Building Relationships
01:16 -
List the Statistics of Customer Complaints
00:58 -
Describe the Customer Actions Following Service Failure
01:13 -
Explain the Ways of Complaining
01:47 -
Describe the Types of Complainers
02:58 -
Explain the Steps for Handling Complaints
04:00 -
Explain the Strategies for Handling Complaints
22:46
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