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Lesson details

Great customer service recovery has four key ingredients: listening, apologizing, solving, and thanking. Listening is the first step, and it's incredibly important - it's where you find out the information you need to help resolve the customer's complaint!

In this online lesson about listening to manage customer complaints, Dan Cockerell will give you tips for effective listening for service recovery.

What you'll learn in the Listening to manage customer complaints lesson

  • What good listening looks like
  • How to support customers while listening to complaints

Who the Customer service recovery course is for

The Customer service recovery online course is aimed at front-line customer service employees looking to optimize their response to service challenges.


Dan Cockerell

Dan Cockerell is an acclaimed business culture consultant and former Vice President of Disney's Magic Kingdom.

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