Customer Service (Videos): Dealing with Customer Complaints
Product Code: pb033 Time: 15.0 minute(s) CEUs:

Summary:
When customers complain, it shows they care. You want customers to complain so you can fix the problem. The challenge is to know the best way to resolve the situation. During this program, you'll learn why an organization should seek customer complaints, and learn appropriate customer service responses. You'll also learn a technique to help work through challenging customer service situations.

Objectives:



    Topics:

    • Introduction
    • Seeking Customer Complaints
    • Defining Recovery
    • Responding to Customer
    • The CLEAR Technique
    • Summary

    Technical Requirements:
    Minimum 500MHz Processor; 128 MB RAM; Minimum display resolution 1024x768; Windows 2000, XP, Vista, 7 or Mac OS X v10.4+; Internet Explorer 7.0+ or Firefox 3.0+ or Chrome 3.0+ or Safari 4.0+. 56K minimum connection; Adobe Flash Player 9.0+ or Windows Media Player 9.0+ for IE users who do not have Adobe Flash Player; JavaScript, popup windows and cookies enabled; Sound card with speakers or headphones strongly recommended.

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    Trademark Information:
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    Terms of Use:

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