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 booklet 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.

Publisher: Worldwide Center for Organizational Development

Author: Jon Warner and Anne Sandberg

Publication Date 2007 All rights reserved.

Rapid Skill Builder Series Team Briefing Booklets are short, sharp and succinct resources provide best practice thinking on a range of key topics and are currently available in 50 titles. They are designed to provide a practical method for improving skills and focus on explaining the main steps in the process. On the back page of each booklet, a template illustrates how the process fits together for practical and immediate application.

These resources can be used in many settings, including: staff meetings or other group gatherings where time is limited and you want to discuss a specific skill or topic; pre-course work (to provide a brief and practical introduction to a topic); one-on-one or group coaching; self development; any other situation where a practical best practice process is required and time is limited.

This product is a downloadable PDF. By purchasing this product, you are entitled to print one copy for your use. Photocopying and distributing the booklet to others is a violation of the copyright.