This interactive online course is designed to help you understand why customers may complain, uncovers the special skills needed for handling customer complaints, and teaches an easy to learn step-by-step method for handling these types of customer contacts. At the end of this course you will apply the skills to your work environment to successfully handle any customer in any situation.

At the conclusion of this course, you will be able to:

• Discuss the reasons customers complain
• Recall the skills needed to handle complaints
• Explain how to communicate effectively with customers who may be upset, angry, or frustrated
• Describe the 5-step method for handling customer complaints to bring successful resolution