The “Resolve Customer Service Problems” module equips learners with the skills to handle and resolve customer complaints and issues effectively. It focuses on identifying the root cause of problems, staying calm under pressure, and using active listening and empathy to understand customer concerns. Learners explore problem-solving techniques, how to offer suitable solutions, and when to escalate issues according to organisational procedures. The module also highlights the importance of following up to ensure customer satisfaction and prevent future issues. By the end, learners will be able to manage difficult situations professionally and turn complaints into opportunities to improve service and build trust.