Complaint Management


Complaint management is an essential element of customer service and business success. And how a complaint is managed by the company also forms a critical part of the customer experience.

Ultimately customer complaint management must become an integral part of any company’s overall business strategy

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

Instantly download:

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


How To Present A Complaint Management Course

This Complaint Management Course is an easy and fun course used in various training workshops, meetings, and activities. It is suited for groups of 12-15 people but can be applied to larger groups by forming smaller groups. It only needs about a day to present the content.

It is easy to present this course. Download the content you’ll need (slide deck, manual and guides). And then follow the course outline.

The content can be rebranded and customized by adding a logo.

You can use the course content to share the value of handling complaints. And how to better serve customers.

Next, you can use the content 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.

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Who Should Attend

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

What Your Delegates Will Learn

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 to improve 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.

Complaint Management Course Overview

  • 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.

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Why We Created This Complaint Management Course

Research into these skills tends to imply that practical 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 we 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 reports 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.
  • 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.

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