Course Description
In this “Handling Customer Complaints” training, you will learn key skills for communicating with upset customers. Handling customer complaints is a challenge inherent in customer service, and positively dealing with angry customers can be a huge benefit for your organization. You will learn how to address customer complaints without getting angry, dismissive, bored, or promising the undeliverable. This course will show you how to improve your communication skills, become an empathetic listener, and prioritize the customer’s needs. Part of this training is learning specific techniques and communication skills that address the customer’s feelings and their concerns.
This course also provides training on how to professionally respond to online complaints. You will also better understand the value in creating a procedure to handle customer complaints as well as specifically training staff to communicate with disgruntled customers. In watching this course, you will learn how to conduct customer experience surveys to get valuable feedback that can help you determine if complaints are common or simply loud outliers. Ultimately, by watching this course you will be better able to prevent customer complaints in the first place by building customer trust and understanding, and meeting customer expectations.
Learning Objectives:
- See the skills needed to communicate with upset customers
- Identify the four different types of customers
- Understand techniques for dealing with angry customers
- Gain the ability to create a customer complaint procedure
- Understand how to better prevent customer complaints
What You'll Learn
- Communicate effectively with upset and angry customers without getting angry, dismissive, or bored
- Identify the four different types of customers
- Apply techniques such as empathetic listening and the Acknowledge and Refocus Technique to handle complaints
- Respond professionally to customer complaints made online
- Create a customer complaint procedure and train staff to communicate with disgruntled customers
- Prevent customer complaints by building trust, setting expectations, and gathering feedback through surveys
Key Takeaways
- Positively dealing with angry customers can be a significant benefit for an organization.
- Addressing a customer's feelings and concerns requires specific communication skills and techniques, including empathetic listening.
- Taking a complaint well involves letting the customer finish explaining, understanding the problem, expressing a genuine apology, and finding a solution.
- Creating a procedure to handle complaints and training staff to communicate with disgruntled customers adds value to customer service.
- Customer experience surveys provide feedback that helps determine whether complaints are common or simply loud outliers, supporting prevention efforts.
Frequently Asked Questions
Who is this course for?
This course is for people in customer service who need key skills for communicating with upset customers and handling customer complaints, including those responsible for training staff and creating complaint procedures.
What will I learn in this course?
You will learn the skills needed to communicate with upset customers, how to identify the four different types of customers, techniques for dealing with angry customers, how to create a customer complaint procedure, and how to better prevent customer complaints.
Does this course cover handling complaints made online?
Yes. The course provides training on how to professionally respond to online complaints, including a lesson on How to Respond to Complaints Online.
How does this course address preventing complaints?
It teaches preventing complaints by identifying needs, setting expectations, building customer trust and understanding, meeting customer expectations, and using customer feedback and surveys to gather valuable information.
What skills does this course help build?
It helps build skills in customer service, customer complaint resolution, customer interaction management, customer service training, and customer support.
Professional Certifications and Continuing Education Units (CEUs)
Professional Development Credits (PDCs): 1.0
KnowledgeCity is approved by SHRM as a Recertification General Provider to offer SHRM-CP or SHRM-SCP professional development credits (PDCs). By taking the courses approved by SHRM, KnowledgeCity can award SHRM Professional Development Credits (PDCs) for HR knowledge and competency programs related to the SHRM Body of Applied Skills and Knowledge™ (the SHRM BASK™).
