Complaint Handling: Not another complaint!
Featured in the Call Centres: Maximising Performance training manual
By Tony Lockwood
Category: Sales Skills
Credit price: 3 download credits (Single user)
How do you handle customer complaints? How do you measure your effectiveness at customer complaint handling? Do you fear customer complaints or do you welcome them and view them as a positive opportunity to build stronger customer relationships? Research has repeatedly demonstrated the positive impact that effective complaint handling can have on customer relationships. Moreover, it can be shown that stronger customer relationships can result from a customer complaint, and why it is so important that organisations welcome customer complaints and do everything they can to encourage customers to provide feedback on the service they deliver. The importance of complaint handling is even greater in call centre operations. Because the majority of customer interactions are via a telephone, customers are much more likely to complain – they tend to be more confident on the telephone than they would be in a face-to-face interaction. The process that participants follow in complaint handling will have major implications on the overall service delivery provided.
This sales skills training activity contains a series of exercises, each designed to identify how participants handle customer complaints with the aim of developing more effective complaint handling processes. The training activity begins by looking at how participants react to a customer complaint and goes on to study how their complaints (as customers) have been handled by other organisations. The participants then examine some of the facts behind effective complaint handling, and look at processes to introduce more effective complaint handling within their organisation.
Who is it for: How do your employees handle complaints? Do they fear complaints or do they encourage them? This training activity is intended for use by trainers to enable participants to help their people understand the importance of effective complaint handling.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 8 |
| Typical Duration: | 02:40:00 |
| No of Pages: | 19 |
Resources: View standard resources for Fenman training activities
Purpose: This complaint handling training resource is intended for use by trainers with all members of call-centre staff. It enables experienced participants to review their present performance and more recently appointed staff to understand what they can do to improve their complaint handling skills.
Download the training activity, Complaint Handling: Not another complaint! as featured in the Fenman training manual; Call Centres: Maximising Performance