Effective Complaint Handling – Training Course Materials



How to deliver your own effective complaint handling training courses

Do you want to deliver your own complaint handling training course? Are you not sure what content to include? Or maybe you’ve just want to save time and not create all the training content from scratch. Not to worry, we have you covered.

These complaint handling training course materials have been designed to help your participants to handle complaints within their organization.

Simply download and use this effective complaint handling training course material to deliver your own training courses.

Course objectives

Upon completion of this course your participants will be able to:

– Understand the value of handling complaints within the organization.
– Implement an effective complaint handling approach.
– Manage and measure an effective complaint handling process.
– Support an effective complaint handling process in action.

What you will receive

On completion of your order, you will instantly receive the following:

– 29 page facilitator manual
– 75 page participant manual
– 85 powerpoint slides
– Practical exercises
– Further reading
– Course evaluation form and action plan

We will also send you the following expert guides for use within your training courses:

– How to use icebreakers
– How to use training games
– How to improve listening skills
– How to improve questioning skills
– How to select materials and methods
– How to increase participation
– How to deal with difficult people
– How to evaluate training courses

Frequently asked questions

What is a complaint?

A complaint will arise for either or both of two main reasons:

  • A product or service is faulty and does not function correctly.
  • A product or service does not meet the expectations of the customer
  • What are the benefits of handling complaints effectively?

  • Building of customer ambassadors for the business
  • Opportunity to utilize new learning for improvement of the business processes
  • Increase in loyalty
  • Maintenance of customer base
  • Increase in profitability
  • What are the costs of handling complaints badly?

  • Customers leaving due to dissatisfactio
  • Competitors using the failure against you
  • Loss of revenue/profit
  • Demotivation of personnel involved in the process
  • Loss of an opportunity to learn & improve

  • What are the main components of an effective complaint handling process within an organization?

  • Contact point
  • Information capture
  • Investigation methodology
  • Documentation
  • Communication
  • Resolution
  • Implementation of leaning/improvements
  • What are the important elements that must be considered when designing your documentation?

  • User Friendly: Is the document user friendly? Is it easy to use and free from any ambiguities?
  • Complete: Can everything that needs to be captured be completed?
  • Prompting: Does the document prompt or encourage what needs to be captured?
  • Standardized: Is the document standardized across the organization?
  • Official: Does the document have the organizations logo included? Would it be recognized as being official?
  • Controlled: Are there restrictions/controls on who can adapt the document? Is there are review period/date of issue and policy that controls change to this document?
  • Clear: Does it make sense and fit the purpose it was designed for? Is it logical from the perspective of the internal and external customers?
  • How to apply the RADARS criteria to an effective complaint handling process?

    By applying the RADARS Criteria to the solution, the chances are that it will be successful:

  • Reliable - The solution must not be subject to a similar problem which caused the initial complaint and must deliver full functionality to the customer.
  • Acceptable - The customer must be able to accept the solution plus the organization must be able to accept the solution. There is a requirement to differentiate between acceptance and satisfaction so follow up is required.
  • Deliverable - By over-promising and under-delivering on a solution the relationship with the customer is severely damaged. Ensure that all aspects of the solution are achievable within the constraints. Delivery on time is an important consideration.
  • Affordable - The customer must be able to afford the solution - this may be in terms of how long it will take to get a solution for the complaint. The organization must be able to afford the solution, especially if the complaint relates to a widely available product or service.
  • Robust - When the customer uses the solution then it must be able to withstand the activity. The solution must enhance the functionality of the product or service in the longer term.
  • Suitable - The solution must be suitable in terms of the level of response in relation to the scale of the complaint. Suitability will be the overall result of meeting all of the RADAR criteria as discussed.
  • How do you measure a complaint handling process?

    Key performance indicators may include:

  • Customer satisfaction rating
  • Close-out time of complaints
  • Document audit non-conformance levels
  • Understanding of system by personnel
  • Improvements implemented as a result of a corrective action identified in the process
  • Can I edit the content and add my own company logo?

    Yes. You can now add your own logo's and customize the course content freely using Microsoft Word and Powerpoint. You can also deliver the course materials where, when and as often as needed.

    Grab All of Our Training Course Materials for $15.00 each!

    Perfect for corporate trainers and business managers. Instantly available and fully customizable. Order & Save $4800+ right now !!!

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    Customer stories

    “Oak’s educational modules offer a solid framework to structure business education courses. The modules we reviewed provided a clear vision, a coherent structure, and the major points that need to be developed in a management education course. We recommend these modules to instructors looking for a jump start in preparing their future educational offerings and to students wishing to get a good overview of critical business concepts.”

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    Grenoble Graduate School of Business

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