Enterprise Media is your one stop solution for your training needs: including streamed learning, DVDs, USBs, and more.
No Complaints will ensure people learn how to handle complaints and help prevent them from recurring in the future.
Research shows that one in ten transactions ends in a complaint, yet these same complaints happen again and again.
No Complaints? tackles the link between customer satisfaction and quality, and provides viewers with five steps to solving the customer’s problem.
Set within a retail outlet, front-line staff are facing complaints from internal and external customers. The existing solution is a complaints form, but a member of staff soon realizes that customers need to let off steam, not fill in forms. Staff learn that they must take complaints seriously and show sympathy, since it is difficult to remain angry with someone who is sympathetic.
No Complaints shows a number of common mistakes. One staff member handles a complaint, but realizes he must ask questions if he is to be capable of solving a problem. When an accounting clerk comes up with an innovative solution for one of her supplier’s payment problems, she agrees to a course of action but fails to check that it can be carried out.
The conclusion is that all staff, whether in the front line or not, should be aware of how to deal with the emotions and practicalities of dealing with complaints.
- Suitable for all staff dealing with internal and external customers
- Amusing drama with realistic scenarios
- Segmented into five distinct learning steps
- Reinforces key customer service training techniques
Featuring Jane Horrocks, Deborah Norton, Jesse Birdsall and Stephen Tompkinson.
- DVD (24 Minutes)
- Leader’s Guide
- Participant Worksheets
- PowerPoint Presentation
- Self-Study Workbook