Effective Complaint Handling Training course

What is the cost of complaints to an organization? Complaints are often regarded as negative and troublesome issues that deflect resources from the ‘real work’ of the organization. This Effective Complaint Handling soft skills training course repositions complaints in a more positive light and gives details on how a complaint handling process can be designed and implemented in any organization.
The Effective Complaint Handling Training course is ideal for managers, supervisors and professionals interested in learning more about this important business skill.
On completion of this learning toolbox participants will:

• Be introduced to effective complaint handling
  - Complaints and the Organization
  - Why Handle Complaints/
  - Internal and External Customers
• Understand Complaints
  - What is a Complaint?
  - Sources of Complaints
  - Benefits of Complaints
  - Dangers of Complaints
• Understand Customers
  - Perspectives
  - Perceptions
  - Expectations
• Develop a Complaint Handling Process
  - Build the Process
  - Systemization
  - People and the Process
  - Customer Care Competencies
• Documentation
  - Handling Documents
  - Capturing the Complaint

• Formulating a Solution
  - RADARS Criteria
• Ownership
  - Roles
  - Responsibility
  - Objectives
  - Auditing
  - Improvement
• Understand failures of Complaint Handling Systems and how to avoid them
  - Impact
  - Causes
  - People Factors
  - System Factors
  - Why Some People Don't Complain