Oak Innovation: Effective Complaint Handling Skills Training Course Material


Being able to manage a complaint effectively is the hallmark of all successful companies.

Now you can use Oak Innovation’s effective complaint handling training content within your virtual classrooms, webinars as well as traditional classroom settings. Just add your logo and brand the content as your own.

What you’ll get:

  • 29-page facilitator manual
  • 75-page participant manual
  • 85 Powerpoint slides
  • Practical exercises
  • Reading list
  • Course evaluation form
  • Course action plan
Together we're stronger. We've reduced our prices to offer as much support as we can to companies impacted by COVID-19. All training course material is instantly available after checkout.

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How to get training course materials on complaint handling skills, brand them as your own, and deliver the training courses you want to offer

Creating a course on effective complaint handling skills from scratch is not easy. Oak Innovation has built products that try to make life easier for business managers and corporate trainers that are tasked at delivering their own training courses.

To offer you as much value as possible, we’ll provide you with content and dig into the fundamentals of managing and handling complaints.

Let’s explore what you will receive.

Sample training course material

Say goodbye to endless hours of developing content from scratch. And, just imagine how wonderful it will feel like to deliver a successful training course on complaint handling skills (see sample course material below).

Benefits of this training course material

  • Instantly available
  • Freedom to add your logo
  • Brand everything as your own
  • Fully customizable
  • Deliver the course wherever you want
  • All content is developed by industry experts
  • Saves you time and effort
  • Affordable
  • No experience required

What are customers are saying

I’ve developed an alliance with Oak — a company that has developed a wide assortment of training modules that you can download right now. When you download a module you own it forever and have permission to edit it, customize it (logos, etc.) and deliver the module as many times as you like. You receive a Word document, PDF, PowerPoint, and comprehensive participant manual and your satisfaction is guaranteed or your money back. The modules are designed for trainers, coaches, and consultants looking to increase the range of products and services they can offer their clients. Oak content is also ideal for managers and employees looking to extend their knowledge of organizational, management, and employee titles.”

Tom Heck, President, International Association of Teamwork Facilitators

Oak continually attends to the needs of various businesses and either creates or adjusts training modules on a variety of topics to be self-contained, practical, and easy to use. And they stand behind every product with personal service.

Rey Carr – Peer Resources

Learn more

If you are looking for content to present your own business training courses on effective complaint handling skills, this is the course material for you. And, you don’t have to be an experienced business trainer to get results like a pro.

Get a deeper understanding of what your audience is searching for

If you’re not delivering training courses with user intent in mind, you could be missing out on so many opportunities.

While designing this course, we used our years of specialized course development experience and benchmarked this knowledge against Google’s “people also ask” search feature.

By using this dynamic feature of Google’s search results, you receive training courses that are practical and always relevant. Content that is really helpful. And, material which is based on what people across the whole internet are actually searching for. Here are the top questions that we’re seeing people asking:

  1. What are the 5 best practice stages of an effective complaint handling process?
  2. What are the main stages of complaint handling?
  3. What is the complaint?
  4. How do you handle angry customers?
  5. What are customer handling skills?
  6. What do you do when a customer is not satisfied?
  7. How do you build relationships with customers?
  8. How do you build customer loyalty?
  9. How do you provide excellent customer service?
  10. What are the steps in handling customer complaint?

What you’ll get

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

Learning objectives

At the end of this training 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

Amazing expert guides will get you to the place you want to be

Over the years, we noticed that some people, along the way, have asked for a little more creative input. And, let’s face it, there are times when we all need an extra spark to make our training courses shine even brighter.

So allow us to introduce our free expert training guides. An innovative collection of guides that mix inspiration, insights, techniques, and skills, sprinkled with everything you’ll need to deliver a successful training course. These guides are a security blanket of experience just for you. With eight free training guides instantly available, and each jam-packed with value, it’s the easiest way to get ahead.

  • 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

How you can download quality training course materials to elevate your effective complaint handling skills training courses

With Oak Innovation customizable training course materials everything is available instantly. You save time and effort. And, you get to brand everything as your own.

$49.00Add to cart

Special offer – 52 must-have customizable training courses for only $10 each

Get access to highly practical training course material. Download the content when needed, insert your logo and deliver the training courses as your own. It’s that easy.

  • All training courses are instantly available
  • All content are developed by industry experts
  • Affordable and easy to use
  • Freedom to add your logo
  • Brand everything as your own
  • All content is fully customizable
  • Deliver the course material wherever needed
  • Save time and effort
  • No experience required
  • Free updates for life

Find out more

$2,548.00 $520.00Add to cart

Bonus – Free expert training guides to help you deliver even more successful training courses

Starting today, with all Oak Innovation training course products, you’ll receive eight free training guides that will help you add extra value to your training courses.

Based on our experience of providing training content to business managers and corporate training professionals all around the world, these free training guides will provide the most up-to-date content available to boost your training delivery.

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

How to answer common questions from training courses on effective complaint handling skills

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 purpose? 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.

    Additional information



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