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E/LMS 103 Customer Service
Section outline
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Learning Unit 5 - Addressing Customer Needs
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Select activity Introduction
Introduction
Page
Completion
Students must
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Select activity Why Do Customers Complain?
Why Do Customers Complain?
Page
Completion
Students must
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Select activity What Do Customers Expect When They Complain?
What Do Customers Expect When They Complain?
Page
Completion
Students must
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Select activity Dealing with Complaints
Dealing with Complaints
Page
Completion
Students must
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Select activity Manage Emotions – Yours and Theirs
Manage Emotions – Yours and Theirs
Page
Completion
Students must
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Select activity Handling of Dissatisfied Customers
Handling of Dissatisfied Customers
Page
Completion
Students must
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Select activity Have a Feedback Loop
Have a Feedback Loop
Page
Completion
Students must
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Select activity Provide Feedback to Customer Service Employees
Provide Feedback to Customer Service Employees
Page
Completion
Students must
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Select activity Click here to complete the Service Recovery and Customer Complaints topical assessment to test your knowledge on the topic.
Click here to complete the Service Recovery and Customer Complaints topical assessment to test your knowledge on the topic.
Quiz
Completion
Students must
Receive a grade
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Learning Unit 5 - Addressing Customer Needs
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Welcome
Pre-Assessment
Learning Unit 1 - Understanding Customers and Customer Service
Learning Unit 2 - A Customer Service Attitude
Learning Unit 3 - Dealing with Phone-in Customers or Customer Calls
Learning Unit 4 - Service to Walk-in Customers
Learning Unit 5 - Addressing Customer Needs
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