Professional Staff Training & Workplace Excellence
Handling Complaints, Disputes & Difficult Customers
Handling Complaints, Disputes & Difficult Customers is a course in Telecommunications & Customer Service Excellence Academy. 10 lessons covering The Anatomy of a Complaint — What Customers Are Really Telling You; Complaint Intake — Capturing the Full Picture the First Time; Prioritizing and Triaging Multiple Complaints Fairly.
10 published lessons · Online learning · Part of Learn & Grow
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What this course covers
- The Anatomy of a Complaint — What Customers Are Really Telling You · 15 min
- Complaint Intake — Capturing the Full Picture the First Time · 15 min
- Prioritizing and Triaging Multiple Complaints Fairly · 15 min
- Handling Repeat Complainers Without Dismissing Them · 15 min
- Managing Complaints About Colleagues or the Company Itself · 15 min
- De-escalating Group or Public Complaints — Queue Situations and Social Proof Effect · 15 min
- When a Complaint Reveals a Systemic Issue, Not Just a One-Off · 15 min
- Handling Unreasonable Demands and Setting Boundaries · 15 min
- Complaint Resolution Documentation and Follow-Through · 15 min
- Capstone — Full-Cycle Complaint Resolution Simulation · 20 min
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This course belongs to Telecommunications & Customer Service Excellence Academy. Explore the full academy to see the other courses in this learning path.
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