Title: Resolve customer complaints.
Course: Automotive Fixed Operations (20906) > Section: Developing Customer Relations Skills in the Automotive, Diesel, and Collision Industries

Resolving should include

- practicing listening skills
- interpreting the complaint
- de-escalating the situation
- discussing options and offering solutions.

Process/Skill Questions:

- What are methods of de-escalation?
- Why is it important to listen to the customer before offering solutions?
- How should one handle a customer complaint that has gone viral?