You can use this training material to share essential complaint management skills such as active listening, decisiveness, business awareness, empathy, and strong communication skills.
Participants will understand the value of handling complaints within the organization.
The content explores a practical complaint-handling approach and helps teams to manage and measure an effective complaint-handling process.
Objectives.
Your participants will:
- Understand the value of handling complaints within the organization.
- Understand and use a practical complaint-handling approach.
- Explore how to manage and measure an effective complaint-handling process.
- Examine an effective complaint-handling process.
Managing Complaints – Sample Materials.
We use generic backgrounds so that you can rebrand the training course materials as your own.
Topics Covered.
1. Introduction.
- An effective complaint handling process.
2. The six key components of an effective complaint management process.
- The importance of a contact point.
- An investigation methodology.
- The need for documentation.
- Improving communication.
- Resolution.
- Implementation of learning/improvements.
3. The benefits of handling complaints within an organization.
- How to build customer ambassadors.
- How to increase customer loyalty.
- Maintaining a customer base.
- How to use customer complaints to increase profitability.
4. Five clear trends will emerge when complaints are handled poorly.
- Customers leave due to dissatisfaction.
- Competitors use the failure against you.
- Loss of revenue/profit.
- The potential demotivation of personnel involved in the process.
- Loss of an opportunity to learn and improve.
5. A practical approach to complaint management.
- The practical steps involved an effective complaint handling process.
6. Conclusion.
- How to manage and measure an effective complaint management process.
What’s In The Download.
Instant access to everything you need.
- Workbook.
- Slides.
- Instructor Manual.
- 17 Free Training Games.
- 17 Free Training Icebreakers.
- 15 Practical Training Guides.
- 2 Course Tests.
- Activities/Exercises.
- A Reading List.
- A Course Advertorial.
- An Action Plan.
