Aimed at three different levels of the
organisation 1. Top management 2.
Supervisors and 3. Front line Staff
Available in 6 European languages
Complaints from customers and clients about some aspects of service are inevitable.
This module looks at such complaints as
something to be welcomed
an opportunity to satisfy customers
a way of ensuring repeat business
an opportunity to create an excellent reputation.
It gives a clear step-by-step process for responding to complaints and includes a number of case
studies which can be analysed and discussed.

Target Audience
The information in this module has been designed to meet the needs of
frontline service staff
back-up and support staff

Accompanying Videos
WELCOMING COMPLAINTS 13 minutes
CASES OF COMPLAINTS 18 minutes

HOW TO USE THIS MODULE (Extracts from the discussion leader's guide)


1 READ OVERVIEW Page

This covers
welcoming complaints 7
benefits of welcoming complaints 7
a step-by-step guide to remedying complaints 8
difficult customers 9

Familiarise yourself with the information given in the overview. It will help you to understand the
subject and can be integrated into your training sessions.


2 PREVIEW VIDEOS 11
Using the video summary sheets provided for your notes, view
WELCOMING COMPLAINTS - 13 minutes 12
CASES OF COMPLAINTS - 18 minutes 15


3 READ AND REVIEW ACTIVITIES MENU 16

Select the appropriate activities for your training participants.



4 DEVISE TRAINING SESSION

Select the appropriate training application. 34
Study the sample half-day training session. 35
Then, design your own tailored session, incorporating
your input based on the overview
the videos
activities chosen from the menu
any other related materials.



The Improving Service Series...

... was created by psychologists Peter Quarry and Eve Ash to meet an urgent need in Australian
organisations for high quality service training. The series’ philosophy recognises that
organisations must look at how their whole organisation functions.
Thus, a range of modules has been produced for staff at various levels - senior managers and
supervisors, as well as frontline and other service staff. Each module covers a topic vital to those
organisations wanting to offer exceptional service.
Accompanying videos cover a variety of situations, over a range of industries, so that common
principles can be highlighted. Each video has been designed to encourage service staff to identify
and appreciate quality service... as receivers as well as providers. Service staff who are sensitive
to receiving quality service become sensitive to providing it.

7 D / Formavision
Vidéofilm : 35 minutes

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France

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Fax: 33 1 47 08 01 58