Complaint handling - You can do it!
Featured in the Complaint handling for positive outcomes training manual
By Nina Lockwood
Category: Customer Service
Credit price: 2 download credits (Single user)
To deal with complaints in a positive and efficient way, members of staff are expected to behave consistently in a manner that promotes this image to the customer. Unfortunately, with the demands of today’s business environment, people are being placed under increasing amounts of pressure. A number of factors can be used, and developed continuously, to support individuals and help them to increase their Resilience to the day-to-day challenges they face. This training activity presents these factors, along with an assessment tool and action plan.
You introduce the participants to the need build resilience in today’s working environment, and provide an explanation of the key factors that influence an individual’s ability to deal with ever-increasing demands.
Who is it for: This training resource is intended for use by trainers to help participants consider some of the important factors in developing greater resilience and to plan to improve it still further.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 01:15:00 |
| No of Pages: | 10 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers with all members of staff within the organisation, from the management team through to front-line service providers. It is beneficial to run this training activity periodically to enable people to assess themselves and plan for further improvement. For example, it might be appropriate to ask members of staff to complete the assessment prior to their quarterly appraisal, in order to put their action plans into their personal action plan. This training activity is essentially a planning tool, which can be used on an ongoing basis.
Download the training activity, Complaint handling - You can do it! as featured in the Fenman training manual; Complaint handling for positive outcomes