Complaints (Customer Service)
Deal with complaints effectively
 
Very few organisations get everything right on every occasion. When things go wrong, sometimes it’s no-one’s fault: accidents do happen and they occur without warning. 

The problem is that customers, the most important people to any organisation, can be affected and sometimes very badly. And if their complaint isn't handled well they will tell people with sometimes disastrous consequences to an organisations brand reputation and financial performance. 

Trainer Toolscomplaints leaders guide aug 2013.pdfComplaints_Powerpoint_slides sep 2013.ppt