Customer Service Essentials

Handling Complaints Gracefully (CSE06)

It’s a well-known fact that everyone loves to give advice, but nobody likes to take it. And this doesn’t change because you’ve got your name on the office door, or you’re the employee of the year.

But, unhappy employees or disgruntled customers are an expected part of any business. So, it’s essential to learn how to handle complaints gracefully. Handling a complaint well demonstrates compassion for your customers and a willingness to improve your company.

On the other hand, if your staff often ignore people. Or consistently repeat that they can’t do anything because it’s “against company policy”, then you have a problem. Ignoring a customer’s needs or not dealing with an issue can leave a customer just as unsatisfied as if you were rude and patronizing.

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

• Understand what a complaint is and why you should listen
• React to a complaint appropriately
• Assume positive intent
• Understand the difference between an apology and sincerity
• Resolve problems effectively
• Understand the value of compensation
• Use complaints to the company’s advantage

Why take this course?

Not listening to or solving a customer complaint is bad customer service. This can lead to dissatisfied customers who try to tarnish your brand’s name. You could also lose the opportunity for free referral marketing through happy customers (or brand ambassadors, as we like to call them).

This course will help anyone who is working around customers, be it in technology, sales, or customer support, deal with complaints effectively and ultimately improve customer service, retention, and loyalty.

15 mins | SCORM | Workbook

  • Handling Complaints Gracefully
Completion rules
  • All units must be completed