Dealing with Customer Service Incidents and Complaints (TRN241)
Available offerings
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Online
Course
English
Online
Course
French
Overview
Delivery method
Online
Duration
Less than 1 hour
Audience
Employees
Managers
Supervisors
Description
Successful organizations are often those that respond to the needs of their customers in an efficient and constructive manner. This online self-paced course presents common procedures for responding to customer complaints with professionalism and patience. Participants will learn how to navigate difficult conversations with customers, document incidents, and report customer complaints to management.
Topics include:
- providing information and assistance to customers
- documenting and organizing incident reports
- identifying and ranking incidents by severity
- escalating incidents appropriately and at the right time
- gathering and using metrics
Legacy course code: R011
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