Intended for:
These Self Study Workbooks have been developed as a tool to assist learners outside of classroom training. As the name suggests, they provide the user with the opportunity to explore the learning for themselves or with a coach. They can be used by individuals to develop their own personal skills in a given topic, or by organisations that want to up-skill their team members in a cost effective and timely way. We suggest completion within one month.
Self-Study Workbook Contents:
In the fast paced work environments we encounter today, these workbooks provide the perfect opportunity to develop and build on skills that might otherwise be neglected.
The workbooks provide clarity and insight to the specific topic, whilst including activities, questions and practical tasks that ensure the learner is immersed in the topic and learns from a practical and straightforward approach. A great way to have fun while learning at your own pace!
This particular self study workbook focuses on ‘Complaint Handling’.
Complaints are a common factor for all businesses. Customers will always demand good value and equally effective service. Complaints can make or break an organisation, particularly now that the internet provides such an easy forum for customers to air their grievances. We need to ensure that we are skilled in handling complaints. Not only will this help to solve problems as they arise, but will also help to improve our business as a whole.
Why are complaints good for business? – In this activity you consider why complaints are good for business and why unhappy customers should not be discouraged from complaining.
How to make a bad situation even worse – You consider ways sure to lead to poor complaint handling so that you avoid these behaviours
Turning Complaints Around – You will be introduced to our own complaints handling approach called AURA. You will then work through a case study to help you see how you can apply AURA practically.
Hostility – It is inevitable that some complainants will be hostile and this provides you with practical tips to help you handle this.
Personal Abuse – Hostility can spill over into personal abuse. You will learn how to handle this calmly professionally and effectively.
Unjustified Complaints – You will consider what leads to unjustified complaints and how you can handle these situations.
Compensation Claims – A detailed look at compensation claims is beyond the scope of the book but you will be given some advice on what to do if you are the first person to face one of these claims.
Complaint Handling Practice – You will be encouraged to put into practice what you learn in this book and to arrange for feedback to be provided with the help of our observation checklist.
The self study wokbook contains activities, questions and tasks that provide you with an opportunity to learn through doing and challenge your own thinking.
Objectives:
On completion of this Self-Study Workbook, you will be able to:
- Explain why good complaint handling is important to the business
- Handle complaints effectively and consistently using the AURA approach
- Handle hostile complaints calmly and professionally
- Handle abusive complainants calmly professionally and effectively
