Complaint Management

 71

You can use this content to present a training course on complaint management skills.

Instantly download:

  • 85 Customizable PowerPoint Slides.
  • 75 Page Participant Manual.
  • 29 Page Instructor Manual.
  • 17 Free Training Games.
  • 17 Free Training Icebreakers.
  • 12 Practical Training Guides.
  • 2 Course Tests.
  • Activities/Exercises.
  • Reading List.
  • Course Advertorial.
  • Action Plan.
  • Free Lifetime Access.

Description


Are you looking for content on complaint management skills?

Want to know how to download everything you need?

We’re on a mission to help you fit delivering courses into your busy life by making accessing training content more straightforward, not complex.

But we also understand that if you wait until you have time to develop everything yourself, you can fall into the trap faced by others.

To illustrate, several studies by the Association for Talent Development stress that many people abandon their course development due to a lack of resources.

The good news is that you can instantly download these instructional materials on effective complaint management skills. Plus, you can use the course content to share the value of handling complaints. And how to better serve customers.

Next, you can use the training manual to detail a practical complaint management approach. How to better manage complaints. And you can use the slide deck provided to share how to measure an effective complaint management process.

Sounds good, right?

Top Companies, Trust Oak Innovation

Why Is Effective Complaint Management Essential?

Research into these skills tends to imply that effective complaint management skills are required to manage and resolve customer complaints quickly to improve your business reputation and maximize business processes.

Effective complaint management skills include:

  • Active listening skills.
  • Decisiveness.
  • Business awareness.
  • Empathy.
  • Strong communication skills.

We also believe that these skills can be developed through a variety of training workshops, meetings, and activities.

Many professionals I talk to are initially cautious about delivering their training solutions. They already see that these skills are essential in the workplace — and want to be sure that any training solutions are grounded in research.

The requirement for practical complaint management skills has long been recognized as a critical driver for organizational success.

To illustrate:

  • With that goal firmly in mind, consider that Salesforce reveals that if the company’s customer service is excellent that 78% of consumers will do business with a company again. And that’s even after a mistake. The trick is to identify the key training elements required.
  • Khorus report that 83% of customers report more loyalty to brands that respond to and resolve their complaints. The takeaway is that the right approach keeps your customers loyal while your efforts make your customer service remarkable.
  • So what do successful customer-driven organizations do effectively that other companies don’t? Again, Hubspot has identified that 93% of customers are likely to make repeat purchases from companies that offer excellent customer service.
  • One of the pieces of research I find particularly is Hubspot’s Customer Service Survey which finds that 68% of consumers report that they are willing to pay more for products or services from a brand that is recognized as offering great customer service experiences. This is exactly what a lot of companies would like to hear.
  • Do you know that Qualtrics XM Institute highlight that a good customer service experience heavily impacts recommendations for that company? To illustrate, consumers who rate a company’s service as “good” are 38% more likely to recommend that company. See, if you don’t impress your customer group with your customer service, it isn’t easy to grow as a business.

Target Audience

This course will target the needs of line staff, team members, managers, and human resource professionals.

Learning Objectives

At the end of this training course, your delegates will be able to:

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

Course Description

A complaint happens when:

  • A product or service is faulty and does not function correctly.
  • A product or service does not meet the expectations of the customer.

You can use the content to share an effective complaint management process within an organization.

Then, you can use the training course materials to discuss that the following components will need to be in place.

For instance:

  • A contact point.
  • Investigation methodology.
  • Documentation.
  • Communication.
  • Resolution.
  • Implementation of learning/improvements.

Next, you can use the instructional materials to explore the benefits of handling complaints within an organization.

To illustrate:

  • Building 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.

You can use the training manual to share that when complaints are handled poorly, some clear trends will emerge.

For instance:

  • Customers leave 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.

Next, you can use the instructional materials to introduce a practical approach to complaint management.

And you can explore how to manage and measure an effective complaint management process.

Compliant Management Course

  • Prioritize your time with instantly available content.
  • Automatically saves you time to focus on delivery.
  • Provides a single source of content for your training courses.
  • Removes the need to develop slide decks, manuals, guides, etc.
  • Eliminates the need to hunt for content on the internet.
  • Highlights training courses you may otherwise not have considered.
  • Offers a seamless jump from an identified need to course delivery.
  • Scales your delivery options with customizable content that can be rebranded.
  • Proven ROI from incredible prices.

What You Get:

  • 85 Customizable PowerPoint Slides.
  • 75 Page Training Manual.
  • 29 Page Instructor Manual.
  • 17 Free Training Games.
  • 17 Free Training Icebreakers.
  • 12 Practical Training Guides.
  • 2 Course Tests.
  • Activities/Exercises.
  • Reading List.
  • Course Advertorial.
  • Action Plan.

Order Now

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11 reviews on
Nicole Harris
Nicole Harris
2021-10-06
I had the opportunity to thoroughly review the training content and I am extremely pleased with the structure, training material and learning objectives. The quality of the content is Excellent!
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Darryl Treadwell
Darryl Treadwell
2021-09-29
Oak Innovation's product are extremely well designed and contain additional information, reading materials, and resources that add great value to their already valuable products. The staff is helpful, knowledgeable, professional, engaging, and very responsive. These courses will provide a solid foundation for your training needs.
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Christy Crump
Christy Crump
2021-07-20
I purchased the full offering of training programs from Oak Innovation a few years ago. I still refer back to the trainings after all these years. Their trainings are professional, organized, and full of pertinent information.
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Richard Whelan
Richard Whelan
2021-07-11
The training materials are comprehensive, professional, to the point and great value. Together with handbooks are a great resource which saves so much time as a training provider. I have been using Oak for nearly 20 years. Thanks to the team at Oak Innovation
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Jeffrey Buller
Jeffrey Buller
2021-06-16
As someone who’s been involved in training for more than twenty years, I’ve never known a resource that’s as consistently valuable as Oak. I’m always amazed at their willingness to provide purchasers of their complete range of presentations regular updates and new training packages at no additional cost. That makes my purchase become more valuable all the time. And their speed in responding to questions is phenomenal. One of the sessions I often provide is a Training the Trainers workshop. In it, the very first resource I encourage people to purchase is the library of resources from Oak. These packages have made my job infinitely easier, and I recommend them to anyone who’s looking for the highest quality in training materials. Jeffrey L. Buller, Senior Partner at ATLAS Leadership Training
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GK Lim
GK Lim
2016-07-20
“During the early days of HRD Gateway, a 40,000-member international NGO dedicated to excellence in HRD/HRM, I got to know Des Fitzgerald (Oak Innovation) and his courseware. I become one of his early customers. I had clients in Asia who wanted training in certain areas. Instead of searching through the net for material, I logged onto his site, found what I wanted, bought his programs, and customized them to suit my clients requirements. The process saved me much time. Later, I bought the Oak full set of courses. Over the years, I saw Oak grow from a small operation to what it is today. That takes dedication and focus. Because they allowed me to download updates and new versions of the courseware, I found I did not have to go to another provider for my raw material." GK Lim President, HRD Gateway International
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Stephen Fraundorfer
Stephen Fraundorfer
2016-07-17
WOW!!! An extremely thorough program. Covered the subject from beginning to end.
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Rey Carr
Rey Carr
2016-07-16
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."
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Tom Heck
Tom Heck
2016-07-16
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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John Paul
John Paul
2016-07-16
“It is excellent - covers all of the important aspects and explains the topics in a very easy to understand format. The entire training is nice looking, professionally prepared and very participant friendly. You do an outstanding job of creating training modules that are practical and easily adapted to most training sessions." John Paul, Partner Association Works
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Additional information

MPN

ECHA2020001

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