Coaching for effective complaint handling
Featured in the Complaint handling for positive outcomes training manual
By Nina Lockwood
Category: Customer Service
Credit price: 4 download credits (Single user)
In today’s business environment, the successful manager needs to be as adept at ‘soft skills’, such as coaching, as at the ‘hard skills’, such as finance and strategy. Of course, there are situations when coaching is inappropriate. However, in these times of flatter organisations and fewer people to do the same amount of work, there is a need to do more with less and that’s where coaching comes in. Coaching is an ongoing process designed to help employees gain greater competence and overcome, barriers to improve performance and therefore, when used in relation to complaint handling, has a direct impact on the service received by your customers.
In a brief introduction, you explain the definition and benefits of using coaching as a management tool. The participants are introduced to the four basic elements of effective coaching: effective questioning; listening; feedback skills; a coaching model. You focus on each of these elements in turn, leading the participants through a series of exercises designed to enhance both awareness and confidence.
Who is it for: This training resource is intended for use by trainers to provide participants with a framework to encourage performance of a required standard, in order that managers can coach their staff towards higher performance on an ongoing basis.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 03:55:00 |
| No of Pages: | 27 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers with line managers and supervisors, that is, people who have responsibility for other members of staff within the organisation. It is also appropriate for those aspiring to lead a team in the near future. It is used to its highest benefit when all levels of management attend because this promotes a consistency of behaviour throughout the organisation.
Download the training activity, Coaching for effective complaint handling as featured in the Fenman training manual; Complaint handling for positive outcomes