Video Arts OriginalCustomer relation: When things go wrong

Customer relation: When things go wrong

Very few organizations get everything right on every occasion. When things go wrong sometimes, it’s no-one’s fault. Accidents do happen and they occur without warning. However, the problem is that customers, the most important people to any organization, can be affected, and sometimes very badly. Knowing how to handle a customer complaint is a key skill for all customer-facing staff. This module explores constructive ways of complaint handling using effective investigation and resolution techniques in a variety of situations from lost baggage to unfair parking tickets.


You will be able to :

  • Answer with empathy to any complaint
  • Initiate a positive dialog with your customer
  • Restore a friendly relationship with a disgruntled customer
  • Chapters:

    • Listening to the customer
    • Asking the right questions
    • Getting to a solution

    You will be able to :

    No advanced level.


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    Customer relation: When things go wrong

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