Complaints from customers and clients about some aspects of service are inevitable.

This two-part module looks at such complaints as something to be welcomed; an opportunity to satisfy customers; a way of ensuring repeat business; and 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.

Video 1: Welcoming Complaints

This video aims to encourage service staff to welcome complaints as a positive opportunity to sell the organisation. It also outlines a clear procedure for dealing effectively with complaints.

Video 2: Cases of Complaint

This video aims to give training participants the opportunity to evaluate positive and negative examples of dealing with complaints. Five cases, covering a range of service situations, are presented.

1. Welcoming complaints
2. Benefits of welcoming complaints
3. A step-by-step guide to remedying complaints
4. Difficult customers