Handling Complaints and Service Recovery
This lesson supplies the knowledge and the tools you will need to handle complaints and irate customers.
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Handling complaints is always difficult because all humans have a tendency to avoid negative emotions. The combination of a customer’s dissatisfaction and an employee’s instinct to cover up mistakes and blame others creates an environment where it is easier to take things personally than to focus on the problem and find a solution. This lesson will present the techniques of service recovery – learn what to do to turn an unhappy customer into a loyal one.