Customer Service: Handling Complaints

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Customer Service: Handling Complaints Free

By Università di Firenze
3 Lessons
(14 reviews)

Learn how to turn negative customer complaints into a positive customer experience.

Customer Service: Handling Complaints Lessons

Click through the microlessons below to preview this course. Each lesson is designed to deliver engaging and effective learning to your team in only minutes.

  1. Working with customers and their complaints
  2. How to address online customer complaints
  3. Handling negative reviews positively

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Customer Service: Handling Complaints course excerpts

How to address online customer complaints

Online complaints can have a big impact. Get the know-how on how to make it a positive one.
Customer Service: Handling Complaints Course - Lesson Excerpt

So how do we work with customers online to resolve their complaints? Use the LAST strategy to keep on top of online complaints: Listen Apologize Solve Thank

Listen Search social media for complaints, especially on Twitter and Facebook. Don’t leave any complaint unturned as word of mouth can spread and escalate the situation.

Apologize Give validation to the customer with a genuinely personal, “I’m Sorry”. Offer to remedy the situation privately.

Solve Find a way to leave the customer satisfied with personal one-to-one communication and a customer-centric solution.

Thank the Customer Thank the customer for their feedback. It's a blessing in disguise. Tell them how the concern is being addressed.

Handling negative reviews positively

Customer complaints made online can be powerful in enhancing your brand and the customer experience. Find out why.
Customer Service: Handling Complaints Course - Lesson Excerpt

Can you identify two things the owner did correctly?

You can't use customer complaints as a marketing tool to enhance the customer experience.

Summary Use an app or a tool, like Google Alerts, to keep track of every time your business gets mentioned online Respond immediately to negative reviews Acknowledge the customer and take that feedback to improve your business

Customer Service: Handling Complaints Course Author

Università di Firenze

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