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Course

Customer service: Handling of complaints

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Course introduction

As a customer if you are unsatisfied with something, what do you do? Most people will complain to the customer service agents.

Whether you are just starting out in a customer service role or are in a customer facing role, your sucess will depend on how you handle the different types of customers. This course will offer you a few useful tips on how to handle unsatisfied customers to help you thrive in a customer service role. Some of these tips include listening and paying attention to the customers, trying to understand their requests or better yet, putting yourself in their shoes.

Course objectives

By the end of the course, you should be able to: 

  • Develop strategies for managing difficult customers
  • Develop communication skills on empathetic listening, defusing conflict/anger and speaking assertively

Skills developed

  • Customer service   Beginner
  • Course modules

    Module 1
    Service Recovery
    Module 2
    Responding to Angry Customers
    Module 3
    Handling of Complaints: Before and After

    Be a true friend

    You probably know people who are looking for employment and would be keen to learn these skills. Be a true friend and share with them!

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    Comments (24)

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    Onyinkwa | June 04, 2018 07:20

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    evans | May 02, 2018 17:11

    really helpfull

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    daniel | May 17, 2018 07:11

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    LINET | March 14, 2018 05:57

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    Rebecca | December 07, 2017 07:59

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    Koech | October 07, 2017 07:19

    Great pieces of information!

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    Chrispinus Okusimba | September 10, 2017 08:10

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    Emmaculate | May 19, 2017 04:55

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    kelvin | April 10, 2017 07:59

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    Jackson | April 06, 2017 12:01

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    Rosebella | February 14, 2017 13:46

    on point

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    LUCY | December 24, 2016 11:00

    Nice.

    Default profile photo 50

    Whitney | November 08, 2016 10:26

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    martin | June 02, 2016 18:12

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    LINUS | June 02, 2016 12:48

    Very helpful and professional

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    Derick | June 02, 2016 06:20

    Quite Helpful

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    Christabel | May 25, 2016 11:30

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    Lucy | May 25, 2016 06:12

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    Alex | February 24, 2016 10:24

    nice one


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