Oak Innovation Effective Complaint Handling Skills Training Course

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

How you can deliver a complaint handling skills training course without developing all the content from scratch

Today we’re discussing the content needed to deliver a course on effective complaint handling skills.

We’ll dig into the fundamentals of managing and handling complaints, and then explore the content that you’ll need to cover as part of your course delivery.

This complaint handling training course material will help your participants to handle complaints within their organization.

Deliver anytime, anywhere

Our training content makes it easy to convert customer needs into incredible training courses. We encourage you to add your logo and even company-specific examples to offer content that is simple and easy to deliver.

Swipe through sample training course material from this training course …

Target audience

This content will make it easy for anyone to deliver an effective complaint handling skills training program that is suitable for all line-staff, human resource professionals, general managers, and senior executives in all sectors of industry. The course content is easy to use, it’s 100% customizable, it doesn’t require a lot of personal experience and is laid out in a way that is easy to follow.

Learning objectives

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.

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.

No experience required

Nothing should come between you and delivering amazing training courses. That’s why our newest features – free icebreakers, free training games, and expert training guides are yours at no additional cost.

  • Training icebreakers
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  • Learn to improve your questioning skills
  • How to improve your listening skills
  • Learn how to deal with difficult people
  • How to evaluate training courses

Access this effective complaint handling skills course material now!!

We’ve put together a whole range of informative slides, manuals, and free PDF packages to create a training course that is simple and easy to understand.

This training course material can be downloaded immediately after checkout.

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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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EDSF 2000 Laureate for Technology in Education,
Sponsored Chair of Electronic Commerce,
Grenoble Graduate School of Business

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These products are a well-structured series relevant to today’s HR professional. Information is well organized and easy to understand. Having the information available online speeds up cycle time and increases flexibility. Overall a welcome addition to any HR managers toolkit.”

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Director of Human Resources
Apple

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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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    From global corporations to individual training professionals and business managers, we partner with people on their journey towards delivering more types of training courses. This is why we do what we do.


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    Additional information

    MPN

    ECHA2020001

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