Complaints into compliments
Featured in the Complaint handling for positive outcomes training manual
By Nina Lockwood
Category: Customer Service
Credit price: 3 download credits (Single user)
This training activity details a step-by-step process that covers the fundamental techniques for handling complaints. Ideally, the process should be delivered in the set order; however, participants might find occasions when it will be appropriate to vary the sequence. The seven-step process is delivered as the acronym TACTICS for ease of recall: Thank you; Apologise; Collect information; Take action; I will put this right; Check that the customer is happy; Summary. By working through the seven steps, participants will gain an understanding of why each part of the process is valuable, and then have the opportunity to practise using the TACTICS in skills practices.
You begin the training activity by introducing and explaining the seven-step formula for handling complaints – TACTICS. This is essentially an information-sharing part of the training activity and focuses on trainer input. After an explanation of the formula, and an opportunity for questions and clarification, the participants work in groups of three to put the formula into use through skills practice. Each group consists of a customer, a complaint-handler and an observer, who gives feedback on the use of the TACTICS formula during the skills practice. Finally, you ask each participant to contribute one useful phrase or technique they have gained from either performing or observing the skills practice.
Who is it for: This training resource is intended for use by trainers to provide participants with a seven-step formula for effective complaint handling, whether on the telephone or face to face, and to give them the opportunity to practise the techniques in a ‘safe’ environment.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 15 |
Resources: View standard resources for Fenman training activities
Additional resources: Koosh ball
Purpose: This training resource is intended for use by trainers with all members of staff, particularly those with customer-facing responsibilities, whether face to face or on the telephone.
Download the training activity, Complaints into compliments as featured in the Fenman training manual; Complaint handling for positive outcomes