One thing we know about business is that customers complain. As an organization, it’s impossible to always get it right for every customer, every time. But customer complaints aren’t necessarily a bad thing. Why? Because it’s direct customer feedback, and if that customer complains directly to a bank employee, then the bank gets the opportunity to rectify the situation, changing the negative experience into a positive one. In this course, we’ll talk about why handling customer complaints properly is important, and we’ll discuss the process for dealing with these situations successfully.