Learning Objectives

On completion of this training course participants will:

• Be introduced to effective complaint handling
  - Complaints and the Organization
  - Why Handle Complaints
  - Internal and External Customers
  
  
• Understand cCmplaints
  - 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

Also Available As Part Of Our Conflict Management Series

Who Will Benefit From This Learning Toolbox

This Effective Complaint Handling Learning Toolbox is ideal for managers, supervisors and professionals interested in learning about effective complaint handling.

This courseware is also ideal for those who want to teach their staff or clients on how to implement an effective complaint handling process.

For trainers it also offers an unmatched opportunity to reduce the development time necessary for creating new training offerings and increases the range of courses that you can offer to your customers or staff.

Look What You Receive With Every Learning Toolbox

	Complete Learning Files (Microsoft Powerpoint And Microsoft Word)
	Detailed Learning Presentation
	Participant Manual (Print As Many Copies As Required)
	Post Course Action Plan For Participants
	Training Icebreakers
	Training Games
	Training Guides
	Pre-Course Tests
	Course Evaluation Form
	Recommended Reading

Additional FREE Benefits For Those Planning To Train Others - Permission To Add Your Own Logos And Deliver The Learning Material As Your Own As Often As Required - Unlimited Rights To Use Where, When And As Often As Required For Your Organization - Permission To Customize, Adapt Or Modify To Meet Your Exact Training Requirements - Detailed Learning Material Developed And Tested By Experts - Instant Download After Placing Your Order - Save Time, Money & Considerable Effort - Generate New Income Streams By Broadening The Range Of Training Your Organization Can Offer

Testimonials

I could not be more pleased with the products I purchased and the service that accompanied it. I've been in the training business a long time ... and I can honestly say ... this is some of the best material I've seen and the price is absolutely outstanding.

Thank you for providing such a valuable service to those of us working front-line training and development!

Loretta Thirtyacre
Manager, Corporate Training and Development
COUNTRY Insurance and Financial Services
Illinois, US

Free Resources

When you register with Oak Training we will send you:

1. A Free Sample Course On Time Management.

2. Samples Of All 52 Courses Currently Available From Oak Training.

3. Free Trainer Guides On:
- Listening Skills
- Developing Participation
- Evaluating Training
- Successful Icebreakers
- Training Games

4. A Special Gift That You Can Use When You Order From Oak Training.