Complaint Handling: An RSB PPT Workshop Kit
Despite the fact that most of us recognise effective complaint handling to be of some value, surprisingly it is rarely treated as a serious topic that is worthy of specific focus. The low level of interest and/or focus on these skills usually arises because of two negative views, which are: (1) seeing complaint handling as a small and relatively minor part of broader programs (such as better customer service, negotiation skills, effective communication, conflict management etc); and (2) considering it to be a negative subject area or irritant (or even a necessary evil) when it occurs and therefore best handled by other more general management/interpersonal skills or by ignoring, minimizing or eliminating the complaint or complainant if possible. This Workshop Kit takes the view that positive complaint handling is very important and in fact, it should be seen as a positive area of key feedback from customers which help the organisation to make changes for the better.
This Workshop Kit features a series of video clips which can be played for participants at various stages throughout the scripted PowerPoint Presentation. The clips include a Facilitator who introduces various concepts, as well as a series of video vignettes demonstrating key skills. The kit consists of a scripted PowerPoint, video files and a copy of the RSB Workbook which may optionally be used as a Participant Handout. This purchase also provides you with reprint permission for 10 copies of the Workbook to run your first workshop session. A reprint license may be purchased from the store should you wish to make additional copies.
Rapid Skill Builder Series PowerPoint Workshop Kits with Video, provide best practice thinking on a range of key topics and are currently available in 30 titles. They are designed to provide a practical method for improving skills and focus on explaining the main steps in the process. They feature 8 video vignettes demonstrating relevant skills, along with short video presentations from an expert facilitator. Each Kit includes a scripted PowerPoint, 13-14 Videos and a 24 page Workbook (which is a version of our 12 page booklets with room for notes, reflections, etc. )
This product includes a scripted PowerPoint Presentation, a series of video files and a downloadable PDF Workbook. The PowerPoint is editable and may be customized to meet the needs of your workshop participants. You may not resell this presentation in any form. To do so is a violation of the copyright.
Please note, the workbook will be delivered to you via a download link immediately upon purchase. The PowerPoint and video files will be delivered via email within a few hours of purchase. Thanks!