Laser Lessons - Lesson

Resolve customers’ complaints

Table of Contents

'An introduction to conflict resolution’ from Skills You Need

This page defines interpersonal conflict and explains the different types of conflict that may arise. Finally, it sets out some strategies that can be used separately or together to try to resolve conflicts.

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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