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

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 Course Packs for trainers and coaches 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.   Also available is a participant workbook which includes 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, one participant workbook will be added 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.

This 20/20 MDS Workshop Kit includes a fully editable scripted Powerpoint Presentation and a Participant Workbook along with a reprint license for your first 10 copies of the Workbook. 

To sample the first 6-7 pages of the Scripted Powerpoint Presentation, please click here.




To see sample pages from the Participant Workbook, please click here.