Handling Complaints on the Phone

Today’s customers have high expectations - and they want quick answers, especially over the phone. How does your company respond when a customer calls to complain? In this course, you’ll learn how a six-step process can help you work from a customer’s complaint to a satisfying solution. You’ll apply specific strategies to respond to customers who call with a problem. Finally, you’ll use techniques to calm and win over your most confrontational phone customers. By the end of this course, you’ll be inspired to try these sure-fire techniques for delivering excellent service over the phone.

This course is part of the Handling Complaints Pocketbook series, a series that provides tips and strategies for managing customer complaints.