This course shows practical techniques and the use of powerful psychological tools to resolve customer complaints and increase customer satisfaction. It shows how to make a job more rewarding by dealing successfully with difficult situations.

   20 minutes

At the end of this course the learner will understand:

• a complaint is an opportunity to put things right and turn criticism into praise
• never to make assumptions about the nature of a complaint
• that showing empathy with the customer helps resolve conflict
• staying calm and rational with an emotional customer helps to control the situation
• it's not helpful or professional to contradict an annoyed customer or respond to rudeness
• exercising the skills to resolve a challenging call can be very satisfying
  

   CCCH