Being able to effectively manage upset customers and their complaints is a key skill in any organisation. Quite often this trying time with customers can be the make or break of a customer relationship as well as negative word of mouth. Split into 12 bite-sized 10-minute videos each with a workbook and quiz, you will find this course both down to earth and easy to apply.

This complaints handling course will give you all the skills required to manage, communicate with and calm upset customers while effectively and professionally handling their complaint. Each video has three areas to stop and discuss and complete answers in the workbook provided.

Topics for this course include:

Communication skills, listening skills, questioning skills, being assertive, difficult customer types, showing empathy, difficult customer techniques, handling conflict, abusive customers, negotiation skills and advanced difficult customer techniques.

Each topic includes a workbook that will help you apply the principles in your role and provide an action plan that you can work towards for each area and a quiz on completion.

Handling Challenging Customers – 12 videos

Communication Skills 10 minute video course