Understanding the urgency of complaints
An essential module for transforming technical dissatisfaction into a lever for trust.
Why take this module?
A customer faced with a critical technical anomaly can go from simple irritation to a complete loss of trust. This module helps you understand why every complaint is more than just a problem to solve: it’s a strategic opportunity.
What you will discover:
- The real impact of a technical complaint on customer satisfaction and loyalty
- How poor management can damage the entire company’s reputation
- What key role you play as a Level 2 Support or Customer Success professional
- Why your posture and responsiveness are decisive, even before technical resolution
Who is this module for?
This module is designed for all technical support and customer success professionals who want to improve their skills in handling complex complaints.
It can be taken independently or as part of our overall “Customer Service & Customer Success – Managing a Technical Complaint”.
Module highlights:
- Realistic scenario for rapid awareness
- Concrete tools for assessing the urgency and impact of a complaint
- Content adapted to the specificities of technical and relational professions
- Immediate and online access, to consume at your own pace
