Laser Lessons - Lesson

Resolve customers’ complaints

Table of Contents

In this tutorial you will learn:

How to deal with customers’ complaints in a positive way for both the customers and the organisation.
The different customer complaint monitoring techniques used to collect data.
How techniques of negotiation and conflict resolution can help you to resolve complaints.
NOTE: One lesson covers entire unit

Table of Contents

This section of the Customer Champions website covers ‘Cost of customer complaints’. Click to read this and other articles on ‘Customer Focus’.
This article is titled 'Addressing customer experience challenges with root cause analysis' on the Delighted website.
Find and read: ‘Complaint Management Excellence, Creating customer loyalty through service recovery’ by Sarah Cook, published by Kogan Page. NB You should be able to borrow this book from your local library or it may be available online as an electronic version.
‘Customer Service Training 101: Quick and easy techniques that get great results’ by Renee Evenson, published by Amacon (third edition 2018). Find and read chapter eight ‘Calming the storm’. NB You should be able to borrow this book from your local library or it may be available online as an electronic version.

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