Difficult Customer Service Situations: Handling Refunds and Cancellation Requests

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Course features
  • Category: Customer Service
  • Course Length: 11 minutes
  • Series: Difficult Situations
  • Video Length: 5.5 minutes
  • Author: The URL dr
  • Resources: Checklist for Handling Refunds or Cancellations
Course overview
In this micro course, you'll learn four steps for handling customer return or cancellation requests promptly and professionally. You'll also learn why customers ask for refunds in the first place and how you can avoid them in the future.
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Course Learning Objectives
  • Examine why customers ask for refunds
  • Approach refunds as opportunities
  • Identify how to handle refund or cancellation requests
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Certification included
Downloadable certificate upon completion.

How to handle refunds with grace and professionalism

"Handling Refunds and Cancellation Requests" teaches customer service staff how to transform refund requests into business opportunities. Occasional customer returns and cancellations are a normal part of doing business. How you treat customers in the return process impacts your reputation and business. Rude or unprofessional conduct can damage a company’s reputation and deter business. Conversely, exceptional service can set a company apart and attract new customers.
What We Offer

What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
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Skills you'll learn in this course

Customer Service

Conflict Resolution


Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author