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About

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.

Program benefits

  • 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.

Purchase includes

  • DVD (24 Minutes)
  • Leader’s Guide
  • Participant Worksheets
  • PowerPoint Presentation
  • Self-Study Workbook
Topics
Customer Service
Leadership and Management
Sales Training
Uses
Retail Training
Quality
Dealing With Difficult or Angry Customers
Release Date
Jan 1, 1994
Video Running Time (minutes)
24:00
Producer
Video Arts
Course ID
00771

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