Effective Complaint Handling Skills

Oak Innovation


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Complaint handling skills training course material by Oak Innovation

Do you want to deliver a complaint handling training course? Are you not sure what content to include? Or maybe you’ve just wanted 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 will help your participants to handle complaints within their organization.

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

Target audience

This Effective Complaint Handling Skills training program is ideal for line-staff, human resource professionals, general managers, and senior executives in all sectors of industry.

Course objectives

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

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

What you get

You will instantly receive the following training course material to deliver your complaint handling training courses:

  • 29-page facilitator manual
  • 75-page participant manual
  • 85 powerpoint slides
  • Practical exercises
  • Further reading
  • Course evaluation form
  • Action plan

Extra free training materials available

You will also receive the following free training guides:

  • Training icebreakers
  • How to select training materials
  • Training games
  • How to increase participation
  • Learn to improve your questioning skills
  • How to improve your listening skills
  • Learn how to deal with difficult people
  • How to evaluate training courses

Get this content now!!

This training material can be downloaded immediately after checkout.

Frequently asked questions from  complaint handling training courses

What is a complaint?

These 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?

If you want to understand the benefits of handling complaints effectively, you'll ultimately need to be thinking about conflict in a particular way. It's about seeing complaints as they sit within the strategy of the whole business. Clear benefits include:

  • 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 main steps involved in effectively handling a customer complaint?

  • Calmly listen to your customer's complaint
  • Display empathy with their situation
  • Apologize that the customer is experiencing this situation
  • Explore, offer and deliver an acceptable solution
  • Follow-up

What are the costs of mismanaging complaints?

Let's start to think about the damage to the business when complaints are treated badly. Some clear trends will emerge:

  • Customers leaving due to dissatisfaction
  • 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?

If you truly want to deliver an effective complaint handling process within an organization, then the following components will need to include. These are:

  • Contact point
  • Information capture
  • Investigation methodology
  • Documentation
  • Communication
  • Resolution
  • Implementation of leaning/improvements

What are the critical elements for your documentation? for capturing complaints

When it comes to coming up with elements when designing documentation start to explore the following:

  • User Friendly: Is the document user friendly? Is it easy to use and free from any ambiguities?
  • Complete: Can everything be captured?
  • Prompting: Does the document prompt or encourage what is captured?
  • Standardized: Is the document standardized across the organization?
  • Official: Does the document have the organization's 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 purposer? Is it logical from the perspective of the internal and external customers?

How to apply the RADARS criteria to a complaint handling process?

By using 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 take the settlement. 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 settlement 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 provide the answer, 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. Especially, in terms of the level of response about 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?

    For those interested in robust complaint handling processes, the best approach to introducing key performance indicators is going to 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 company logo?

    Yes. You can now add your own logo 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.

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    “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 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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    Sponsored Chair of Electronic Commerce,
    Grenoble Graduate School of Business

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    Director of Human Resources

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