Effective Complaint Handling Skills Training Course Material


Get all the training course materials needed to present your own training course on effective compliant handling skills.

  • Instantly available, saving you time and money.
  • 100% customizable, ready for any opportunity.
  • Brand as your own, just add your logo.
  • 85 Powerpoint slides, to deliver the course.
  • 29-page facilitator manual, to help you deliver the course.
  • 75-page participant manual, to guide learning.
  • 8 train-the-trainer guides, to add extra value.
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How to present your own training courses on effective complaint handling skills

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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.

What you’ll get

  • 85 Powerpoint slides, to deliver the course.
  • 29-page facilitator manual, to help you deliver the course.
  • 75-page participant manual, to guide learning.
  • 8 train-the-trainer guides, to add extra value.
  • Practical exercises, to enhance all learning.
  • Further reading list, for your course participants.
  • Course evaluation form, tests, and action plan.
  • Easy to present,┬áno experience required.

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$49.00Add to cart

Free train-the-trainer guides

With all Oak Innovation training course products, you’ll receive 8 free train-the-trainer guides that will add extra value to your training courses.

  • 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.

What our 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

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$520.00Add to cart

Frequently asked questions

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 learning/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.

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