In a customer service industry, we simply cannot avoid complaints. Whether internal or external customers, we need to take care of them by listening to the complaint, and resolving it, to ensure a happy customer :)
It's not an easy job. However, if we understand why customers complain and learn how to deal with angry customers we will be better equipped to handle these situations.

By the end of this course, participants will be able to:

- Determine the reasons for customers complaints.
- Examine the measures taken when dealing with aggressive customers.
- Investigate the dos and don’ts related to customer complaints.
- Explore techniques such as letting a customer vent and handling abusive language.
- Appreciate the importance of providing excellent customer service.