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Why do I need to take this course?

Unfortunately, we’ve had to make the difficult decision to close SmallBizAssist. That’s why we’re offering a 75% discount on all our online courses bought before the 21st of March with discount code Goodbye75.


PLEASE NOTE: after March 21st, you won’t have access to the online courses you buy, so it’s very important that as soon as you’ve bought any courses, you download the information (by copy and pasting any lessons/section you wish to record onto your device) before that time. We will not be able to help you if you’ve not done this by March 21st, so make sure to put a note in your diary to do this before then!


Has your business ever been trashed online by an angry customer, or have you tried to deal with a complaint but only made it worse? Then this course is the answer to your prayers!

One of the most important parts of customer service is knowing how to fix problems when customers make a complaint or place a bad review. If you and your team don't know how to go about handling a complaint, the outcome could be far from positive for you, your customer, and the business.

This course takes you through each aspect of dealing with complaints in all sorts of scenarios. It provides you with the knowledge to be confident in dealing with unhappy customers.

Online reviews are so important for small businesses, this is another area covered fully within the course. We explain how to track reviews, what action to take with examples of how to reply, and how to take the matter further should the situation necessitate it.

The course also goes on to explain numerous other considerations you need to bear in mind, including the training and communication needed with your team.

By the time you've finished this course you'll be confident in rectifying any complaint. You’ll appreciate how your actions can go beyond merely satisfying a client by having them become a lifelong customer who feels truly valued.

Never again will you fear any complaints, you'll be empowered to manage any situation that arises and understand why grievances should be welcomed.

Photo by Moose Photos from Pexels


  1. 1
  2. 2
    • Your manner

    • Stage 1. Initial interaction

    • Stage 2. Research stage

    • Stage 3. Resolution stage

    • Stage 4. Follow up

    • What happens if the company is not at fault?

    • Unreasonable complaints

    • Third-party complaints

    • Representative of the complainant

  3. 3
    • How to handle different complaints

    • Private complaints

    • Public complaints

  4. 4
    • Not as bad as you think!

    • What to cover when responding to bad reviews

    • Reviews when it seems you're at fault

    • False and inaccurate reviews

    • Mixed reviews

    • Requesting a follow up review

    • Response to unsatisfied complainant

    • How to remove and report reviews

    • How to deal with negative social media posts

  5. 5
    • Talking to and training your team

    • Who should handle a complaint

    • How to avoid common complaints

    • Find complaints before they find you

    • Keep a note of complaints

    • Promoting your outstanding customer service

    • Financial consideration

    • Complaints where a product or service can’t be replaced.

    • Formal organisations where consumers can take complaints

  6. 6
    • Conclusion