Udemy
    •  
    •  
    •  
    •  
    •  
    •  
    •  
    •  
Turn what you know into an opportunity and reach millions around the world.
Learn More
Your cart is empty.
Keep shopping
The Science of Handling Complaints
Rating: 4.2 out of 5(37 ratings)
355 students

The Science of Handling Complaints

Regardless of whether a complaint is justified, you have to handle it the right way. This course shows you how.
Created byManagement Study Guide
Last updated 7/2026
English
English [Auto],

What you'll learn

  • Explain What is a Complaint
  • Explain Why do People Complain
  • Describe the Goals of Effective Complaint Handling
  • Explain the Strategies for Building Relationships
  • List the Statistics of Customer Complaints
  • Describe the Customer Actions Following Service Failure
  • Explain the Ways of Complaining
  • Describe the Types of Complainers
  • Explain the Steps for Handling Complaints
  • Explain the Strategies for Handling Complaints

Course content

2 sections • 12 lectures • 42m total length

  • Introduction3:12

    Define what constitutes a complaint and why people complain. Outline goals, steps, and strategies for handling complaints with empathy during service failure and building relationships.

  • Explain What is a Complaint0:17

    Define the concept of a complaint as a customer's expression of grievance, resentment, or dissatisfaction, whether justified or not, in the science of handling complaints.

  • Explain Why do People Complain1:24

    Explore why people complain, including misunderstandings of facts or benefits and perceived missing benefits or smokescreens, and note that rude staff drive 95 percent to stop using services.

  • Describe the Goals of Effective Complaint Handling3:46

    Describe the goals of effective complaint handling, including pacifying, satisfying, retaining, and enhancing the customer experience. Demonstrate an empathetic CSR probing issues, correcting billing errors, and enabling refunds.

  • Explain the Strategies for Building Relationships1:16

    Explain strategies for building relationships through service provision, satisfaction, perceived service quality, and perceived value, and examine relationship bonds, switching costs, and customer benefits.

  • List the Statistics of Customer Complaints0:58

    Examine the statistics of customer complaints shown in the bar graph, including 9% complain, 15% don't, 30% resolve quickly, 35% not resolved, and 65% resolved.

  • Describe the Customer Actions Following Service Failure1:13

    Examine customer actions after service failure, mapping choices to complain or not, and how dissatisfaction triggers non-compliant behavior, complaints to providers, and negative word-of-mouth that may lead to exit.

  • Explain the Ways of Complaining1:47

    Explore the three main ways people complain—verbal, nonverbal, and silence—with concrete examples such as pricing concerns, late delivery, refunds, and expressive body language.

  • Describe the Types of Complainers2:38

    Identify types of complainants (passives, voices, and irate activists) and learn to handle each: calm anger, resolve issues, and protect brand reputation while engaging customers directly.

  • Explain the Steps for Handling Complaints3:44

    Outline six steps for handling complaints: listen, empathize, don't justify, ask questions, agree to a course of action, and check that the course of action is carried out.

  • Explain the Strategies for Handling Complaints22:42

    Learn to handle complaints effectively by listening actively, asking the right questions, using positive body language, and being open to feedback with assertive communication.

Requirements

  • No prior knowledge is required

Description

Customers complain because they are stressed, annoyed, and frustrated. Sometimes they will be emotional and volatile, other times they will appear despondent and cynical. The point is that to rectify the complaint, you have to be able to understand how and why they hold that particular opinion:

- Learn to put yourself in the shoes of all types of customers

- Raise your awareness of external factors and why they matter

- Think about how to create an environment of trust to solve problems

- Be the approachable human face of your business and make a difference


How do you handle different types of complaint?

The key is to be able to understand why each customer feels the way they do. This will allow you to build a personal rapport that can be used to build bridges and find the right form of resolution:

- Build a human connection that sidesteps personal issues

- Learn how to empathize without coming across as insincere

- Boost positive outcomes with a proactive approach that works


Are you ready to truly connect?

Any customer-facing professional will greatly benefit from diving into the world of human psychology and learning how to handle complaints. Think of it as an essential soft skill required in a world where so much of what we do is done via impersonal electronic messages and you will start to see the value.

This flexible, self-paced approach to learning will set you free to take control of some of the most difficult situations you can face at work. Are you ready to make the difference?

Who this course is for:

  • Human Resource Professionals
  • Managers
  • Supervisors
  • Team leaders
  • Employees and Staff

Report abuse