Complaint Handling For Frontline Staff

"Every complaint handler soon learns that if a complaint is not handled well, it will give rise to another complaint – and possibly another after that!.... complaint and investigation staff  must be specially selected and properly trained."

Commonwealth Ombudsman, August 2007
 

Our Frontline Complaint Handling training is designed to reduce the escalation of disputes within your organisation.

When complaints are not resolved on the first call the cost (of the complaint) to the company can increase significantly. There are several reasons for this: More staff become involved, Customers involve outsiders (such as an Ombudsman’s office or lawyers), It often takes more time to resolve the complaint because the complaint has grown, a customer often increases the number of things they are complaining about (‘I didn’t like the way the call centre dealt with my call’).

The easiest way to resolve a complaint is when it is first made. If a complaint is not resolved on the first call a customer will often be disappointed in the company, feel angry that more time must be wasted, remember other times when they have been unhappy with the company, feel that they are forced to escalate the complaint.

By contrast, 88% of customers will repurchase a product or re-use a service if they feel their complaint was handled well.  Customers who feel their complaint was handled well will be more loyal and will tell others of their positive experience.

We understand that it is difficult to provide training to all staff. The new Australian Standard for Complaint Handling ^[1] requires that ‘all personnel in contact with customers and complainants should be trained in complaint handling’.

Our online training provides efficient and effective in-the-workplace training of an international standard. 

Some of our modules include:

• Complaint Fundamentals (includes The Cost of Complaints)

• Delivering Bad News

• Identifying a Customer’s Real Needs

• Brilliant Conversations

• Angry and Difficult Complaint Behaviour

• Better Letter Writing

• What the Ombudsman Expects

Our online modules are entertaining and engaging. Your staff will enjoy the high-speed format and will be able to use the skills immediately. Modules run for approximately 20 – 30mins.

Modules apply to a broad range of industries. Specific needs can be met by the customisation of an existing module or the creation of your own module.

Advantages:

FLEXIBILITY

- Staff can access modules when it is convenient

- No limit on minimum or maximum number of participants

- Modules can be customised to meet your needs.

CREDIBILITY

- Staff complete a refresher at the end of each module

- Staff receive recognition when 5 modules are completed

- Certificate of Acknowledgement

FOLLOW-UP

- Graduates/participants have access to email feedback service

FUN!

- A TV style format makes the module engaging and informative.

 ^[1] AS ISO 10,001 - 2006, Clause 5.3.4