Complaint Handling
The aim in this module is to look at the specific skills that effective complaint handlers should have in their possession in order to be most successful. However, perhaps more importantly, we will also be seeking to put this whole topic into a more positive context. This means that we will attempt to present the view that complaints should be seen by individuals and by an organisation as a whole as a positive benefit to be taken extremely seriously and not an unwanted criticism to be resisted or hidden away.

Objectives
At the end of this module you will be able to:

• Understand why people complain (and the extent to which this is only ever a small proportion of all those that might be upset).
• Recognise different types of complainant
• Learn how to see complaints as an opportunity to increase future levels of overall service satisfaction
• Appreciate the different kinds of behaviours and skills that are likely to be most successful in handling complaints of all kinds
• Build both specific and general learning from complaints into a long term solution focused culture across the entire enterprise

Underpinning Competencies:

• Listening and Organising
• Getting unbiased Information
• Giving clear information
• Setting goals and standards
• Identifying and solving problems
• Driving persistence

Author: Jon Warner
Publisher: Worldwide Center for Organizational Development
Publication Date: ©2007, All Rights Reserved

The 20-20 MDS® series by WCOD is a management and leadership development program designed for professionals seeking to improve their management and leadership skills to help them reach their potential in the work world.  Until now, the courses and workshops in this program were only available as a complete course of study within an accredited program.  WCOD has recently begun making the eLearning courses and workshops from this management and leadership development program available to learners, trainers, coaches and consultants on a course-by-course basis. 

The 20-20 MDS® Workshop Participant Workbooks accompany the Workshop Course Packs.  These Workshop Course Packs provide a fully scripted PowerPoint presentation on the topic which can be used as-is or tailored as much as necessary to meet participant needs.   The Participant Workbooks include key materials from the presentation, and provides space for attendees to write their reflections, notes on exercises, discussion summaries and more.   

Note, when you purchase a Workshop Course Pack, you are provided with an editable PowerPoint file which you may save, adapt and reuse over and over.  In addition, once you have placed the Course Pack in your shopping cart, you will be given the option to add one participant workbook to your cart at no charge, so that you have a sample of the workbook.  If you wish to have your participants utilize the workbook in your course, you must purchase a license to make additional copies of the workbook for all your participants.  It is a violation of the copyright of this material to make unauthorized copies.  Volume pricing is available.

The 20-20 MDS® series courses and workshops are most appropriate for use with aspiring, junior or middle managers seeking to improve their management and leadership skills to help them reach their potential in the work world. These presentations contain a useful mix of theory, practical explanation of concepts and offer the chance to engage with the material through discussions and activities in group situations.

The 20-20 MDS® Trainer’s Workshop Participant Workbooks are designed to be used in conjuction with the Workshop Course Packs used by Trainers, Facilitator, Coaches and other professionals who are leading individuals on a learning journey.

These resources are provided as downloadable materials. Once your purchase has been completed, you will be provided with a link to download your file.

If you wish to print multiple copies of this Workbook for your course, you must purchase a license to make additional copies of the workbook for all your participants. It is a violation of the copyright of this material to make unauthorized copies. Licenses for making additional copies of the Participant Workbooks are available in this store, under the “Course Kits” category and the “Course Resources” category. Volume pricing is available for these reprint permissions.