Complaint Handling (1/2 and 1 day programs)
Complaint Handling
One of the most serious risk factors threatening the peace and success (and even the survival), of every business and organisation, is the danger of uncontrolled conflict and its ugly handmaiden - litigation. It follows that proactive Complaint Handling is the only sensible and adequate response that should be given, by every business and organisation, at the first sign of customer or workplace dissatisfaction.
Why proactive complaint handling?
TSG's Solutionists are eternal optimists and fundamental positivists (it's OK, it doesn't hurt). We believe that some benefit or advantage can be drawn out of most situations, but only when they are approached and dealt with in the right way. So while many see complaint handling as a reactive, risk minimisation tactic, we think they should see it as a business and relationship improvement opportunity. We genuinely believe that: "a complaint is a gift". It's free feedback, from people who are either sufficiently angry that you need to know about them, or from people who care enough to have risked the embarrassment of confrontation to tell you that you need to lift your game.
Either way, if you listen and respond appropriately, you do yourself and your organisation a favour. Only by knowing about a risk or threat can you deal with it. By learning about something you aren't doing well enough, you can both fix the immediate problem and improve your products or services generally.
Where's the negative in that? Surely there is none, unless your response costs more than the benefits you gain? To make sure it doesn't, use our training to bring your people up to best practice. Your clients, customers, staff and other stakeholders will thank you for it.
Learning Objectives
As with all TSG training, this course is customised to address the individual circumstances and needs of individual participants, and of individual businesses, organisations, professions and industries.
Participants enrich their understanding and improve their ability to handle complaints from customers, clients, work colleagues and others.
They should also acquire foundation knowledge, techniques and skills that will enable them to better manage their communications with others - in almost all situations.
Hierarchy of Skills - Position in Skills Development Program
This is a Level (1) course. It can be provided either as a standalone program, or as an introduction to higher level conflict management training.
Participants obtain foundation knowledge and skills, in a practical application context. These skills can be practised and used immediately back at work. They can also be used as a first step towards more advanced conflict management and dispute resolution training.
Course Topics
- Conflict Concepts
- Conflict Management Concepts
- Understanding Complaints
- Problem Analysis and Problem Solving
- Communication - Strategies and Tactics
- Communication - tools and techniques for handling complaints
- Complaint Handling - tools and techniques for handling complaints
- Complaint Handling Systems - formalised, integrated and escalating systems
