Handling Customer Complaints With Confidence
Nobody enjoys dealing with customer complaints. But any organization focused on long-term success can’t afford to mishandle them. Poor responses cost more than individual sales. They erode trust, loyalty and brand reputation over time.
This one-hour webinar focuses on how to respond — not react — when complaints arise. You’ll learn how to acknowledge legitimate concerns without rewarding bad behavior, what not to say (even when you’re right) and how to turn uncomfortable situations into productive outcomes. You’ll also explore why complaints can be valuable sources of insight—and how the right level of empowerment helps frontline employees resolve issues faster and more confidently. If customer complaints are part of your role, this practical session is essential.
Course Outcomes
- Understand what “The customer is always right” really means — and how it should guide your approach
- Address justified complaints without tolerating rude or abusive behavior
- Tailor your responses for complaints arriving in person, by phone, email or on social media
- Replace phrases that escalate tension with words that calm and refocus the conversation
- Use customer complaints to uncover trends, risks and improvement opportunities
- Know what frontline staff should resolve independently and when escalation is necessary
Event Dates & Locations
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Scheduled Webinar
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