The 'one team' approach
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 provides a generic template of questions and exercises, the content of which will differ for each organisation. Traditionally, the people who are most knowledgeable about how customers view the organisation are those dealing with them on a day- to-day basis on the ‘front line’. But every organisation, however small, has some element of ‘background’ work to do in relation to the product or service it offers. Complaints provide organisations with information which, when in the right hands, can be extremely powerful. Often, people who work on the research and development of products and services have limited access to customers and, therefore, are potentially missing out on vital feedback that could improve the performance of the business. Effective complaint handling requires everyone in the organisation to be involved in analysing the customers’ complaints and working together to find appropriate solutions and problem prevention.
You explain that it is common, especially in large organisations, for customer-facing employees to have little working knowledge of the background operational side of the business and that there for you are going to ask the participants to build an organisational structure. This exercise encourages a greater understanding of what role the various departments play as far the customer is concerned. Next, you ask the participants to consider what information the different departments need in relation to customer complaints, and how that information would be communicated. At what level? And how frequently? Finally, to complete the loop, who will communicate with the customer? You encourage the group to decide where the responsibility lies in relations to keeping the customer advised and informed.
Who is it for: This training resource is intended for use by trainers to help participants ensure that information provided to the organisation from complaints reaches the right hands, and that preventative action is taken.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 01:55:00 |
| No of Pages: | 13 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers with all members of staff, both managerial and customer facing, as well as departmental staff with little or no customer contact. It is appropriate for line managers to attend with their reportees so that the messages are consistent in relation to what processes are to be used and how they will work together to make it happen back at the workplace.
Download the training activity, The 'one team' approach as featured in the Fenman training manual; Complaint handling for positive outcomes