Communication Skills – Handling Complaints – 

As long as there are customers or clients there will always be complaints.  Respect and thank those who bring complaints

Four ideas to increase success include:

  1. Sometimes just having an opportunity to be heard is enough.
  2. Empathize… put yourself in their shoes.
  3. Apologize only once.  This does not necessarily mean you are accepting responsibility for the problem; merely regretting their inconvenience.
  4. There is no need to apologize for your rules or policies.


Our Toronto based Customer Service skills training workshop provides the skills to create winning interactions with your most valuable resource.

Contact us today to find out how our Toronto based customer skills training and other communication skills and leadership courses and workshops can help you build your professionalism.