Complaints are often regarded as negative and troublesome issues that deflect resources from the ‘real work’ of the organization.

This effective complaint handling training pack positions complaints in a more positive light and gives details on how a complaint handling process can be designed and implemented in any organization.

Learning Objectives

At the end of this training module participants will be able to:
• Identify what a complaint actually is.
• Understand the real reasons why customers complain.
• Describe the components of an effective complaint handling process.
• Explain the various documentation requirements.
• Use tracking and trending techniques of complaints for continuous improvement activity.
• Understand how handling complaints can deliver benefits to the organization at large.

Effective Complaint Handling Training Pack

- 83 Training Slides (customize if required - add logos, examples etc)

- 47 Page Comprehensive Participant Manual (print multiple copies)

- Highly Interactive Practical Exercises