Handling Customer Complaints with Empathy

Handling customer complaints is a critical skill for maintaining satisfaction and trust. In this course, customer service expert Sara Odirisio demonstrates the importance of addressing complaints with empathy and discovering unresolved issues. From understanding different types of complaints to mastering the appropriate language, posture, and gestures, this course helps you develop the skills required to de-escalate tense situations, offering strategies for active listening, asking the right questions, handling aggressive customers, and more. Sara guides you through a practical five-step process to resolve complaints and shares tips for addressing written complaints and ensuring follow-up. By the end of this course, you’ll be better prepared to navigate customer complaints with empathy, keeping interactions calm, professional, and solution-focused.