Adapt your response according to the situation
Managing Technical Complaints – Advanced Level
Reacting uniformly to all technical complaints? Bad idea. Each customer request hides a specific context, a different emotion, and a specific degree of urgency. To provide an effective response, you need to know how to diagnose quickly, reassure accurately, and adapt appropriately.
This module immerses you in three realistic and interactive scenarios, illustrating various customer situations:
- Urgent complaint from an angry major account
- Vague reporting from a lost user
- Return of a frustrated customer following several successive incidents
Through these concrete cases, you will learn to:
- Modulate your posture and your speech according to the customer typology
- Adopt an effective questioning approach to accelerate the diagnosis
- Reassure without overpromising, by adjusting the right level of empathy
This module can be taken alone, to enrich your skills in technical complaint management, or integrated into our e-learning course “Customer Service & Customer Success”, for a comprehensive skills upgrade designed for SaaS environments, tech products, or digital services.
Rethink customer relations in critical moments, where the quality of your response makes all the difference.
