Course details

Dealing with Customer Service Incidents and Complaints

Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level

---

Overview/Description
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide accurate documentation for incident reporting, and how to handle difficult customers.

Target Audience
Individuals who want to develop or refresh their customer service skills

Prerequisites
None

Expected Duration (hours)
0.5

Lesson Objectives

Dealing with Customer Service Incidents and Complaints

recognize the typical steps in the process of dealing with a customer

recognize the four actions in documenting an incident

sequence the steps in the incident management process

match incident measurement metrics with examples of what they measure

identify techniques for dealing with abusive or irate customers

match customer issues with the appropriate escalation approach

identify the elements that need to be included in customer feedback

Course Number:
acs_02_a04_bs_enus

Expertise Level
Everyone