Looks at how to positively handle (and even encourage) complaints, by viewing them as an important opportunity for the organization to actively learn and augment the services it provides through continuous improvement.

 

•  Identify the four stages of the complaint handling cycle (Consider, Assess, Learn & Manage)

•  Understand why people complain (and why most unhappy customers will never complain)

•  View complaints as an opportunity to increase future levels of service satisfaction

•  Appreciate which behaviors and skills might be most effective when handling complaints

•  How to build this learning into a long-term solution focused culture across the whole organization

 

1.  What are complaints?

2.  Why do people complain?

3.  Who complains and how?

4.  How open are you as an individual and the organization as a whole to receiving and learning from complaints?

5.  The consequences of negative and positive complaint handling

6.  Listening attentively to the complainant

7.  Empathizing with the complainant

8.  Developing a solution-oriented approach

9.  Negotiating positive outcomes

10.  Building continuous improvement