The “Resolve Customer Service Problems” module focuses on equipping learners with the skills to identify, address, and resolve customer complaints and issues effectively. It emphasizes the importance of understanding the customer’s perspective, staying calm under pressure, and using active listening to gather accurate information. Learners explore methods for finding practical solutions, following organisational procedures, and ensuring customer satisfaction through timely and professional responses. The module also highlights how to learn from complaints to improve future service. By the end, learners will be able to handle problems confidently, maintain positive customer relationships, and contribute to continuous service improvement.