Discover Why Customers Deliver Managing Complaints Courses With Oak Innovation.
Deliver a course on complaint management skills with confidence, save time and effort, and simplify your delivery with these customizable training course materials.
Everything Included For $119.95.
This training course material can be used to run a course on Complaint Management Skills.
It’s full of practical and engaging content that you can use to help your learners practice and retain essential complaint management skills. This course pack includes our best-selling instructor manual, learner workbook, and more.
Course Outline:
Along with the introduction, there are six lessons your participants will work through.
1. Introduction.
Focus on an effective organizational complaint management process.
Key takeaways:
- Participants will explore an effective complaint-handling process.
2. The six critical components of an effective complaint management process.
You can use the lesson to discuss the components that need to be in place.
In this lesson, course participants will:
- Explore the importance of a contact point.
- Review an investigation methodology.
- Examine the need for documentation.
- Look at improving communication.
- Discuss resolution.
- Explore the implementation of learning/improvements.
3. The benefits of handling complaints within an organization.
In this lesson, you can use the content to explore the benefits of handling organizational complaints.
In this lesson, course participants will:
- Explore how to build customer ambassadors.
- Discuss how to increase customer loyalty.
- Learn about maintaining a customer base.
- Discuss how to use customer complaints to increase profitability.
4. Five clear trends will emerge when complaints are handled poorly.
Share clear trends that will emerge when complaints are handled poorly.
In this lesson, course participants will:
- Discuss why customers leave due to dissatisfaction.
- Explore why competitors use the failure against you.
- Explore loss of revenue/profit.
- Examine the potential demotivation of personnel involved in the process.
- Discuss the loss of an opportunity to learn and improve.
5. A practical approach to complaint management.
Next, you can use the course lesson to introduce a practical approach to complaint management.
Key takeaways:
- Participants will explore the practical steps involved in an effective complaint-handling process.
6. Conclusion.
Focus on exploring how to manage and measure an effective complaint management process.
Key takeaways:
- Participants will discuss how to manage and measure an effective complaint management process.
Objectives:
In this training course on managing complaints skills, 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.
Skills Gained:
Based on the learning objectives, participants will gain the following essential skills:
- Effective Complaint Handling: Learners will understand the components of an effective complaint management process, enabling them to handle complaints systematically.
- Active Listening: The course emphasizes the importance of active listening, helping participants to understand customer concerns and respond appropriately and thoroughly.
- Empathy: Participants will develop the ability to empathize with customers, crucial for building rapport and trust during complaint resolution.
- Communication Skills: The training will enhance verbal and written communication skills, allowing managers to convey information clearly and effectively.
- Decisiveness: Learners will become more decisive in their responses to complaints, enabling them to take appropriate actions quickly.
- Problem-Solving: The course will equip participants with strategies to identify issues and implement effective solutions.
- Documentation Skills: Participants will learn the importance of documenting complaints and resolutions, which is essential for tracking trends and improving processes.
- Business Awareness: The training will foster an understanding of how effective complaint management can impact customer loyalty and overall business success.
- Process Improvement: Learners will explore how to analyze complaints for insights that can lead to improvements in products or services.
- Customer Relationship Management: The course will teach participants how to turn complaints into opportunities for strengthening customer relationships.
These skills are designed to empower individuals to manage complaints effectively, improving customer satisfaction and loyalty within their organizations.
What You Get:
- Course workbook (66 pages) filled with exercises and examples.
- Slide deck (85 slides) with engaging visuals and key concepts.
- Free training games to make learning fun and interactive.
- Free training icebreakers to foster open communication.
- Practical training guides to enhance learning.
- Course tests to measure learning outcomes and knowledge gains.
- Activities/exercises to reinforce concepts through practice.
- Reading lists to provide additional learning resources.
- Marketing material to promote your courses.
- Action plans to develop implementation strategies.
Plus, You Get These Exclusive Free Guides On:
- Turbocharging your training games (includes 17 free training games).
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Extra Benefits:
- You can fully edit fonts, logos, and branding – all easily done.
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Check out all the other training course materials available in our shop.
Ideal For:
Roles that find this training useful include:
- Customer service representatives.
- Frontline staff and managers.
- Sales teams.
- Anyone involved in customer interactions.
