Resolving Complaints and Problems

A fun case study promoting creativity to solve a customer care problem. Allow 1¼ hours for completion.

An exercise that helps teams identify and analyse problems in the customer care practices and procedures in their organisation. Allow 1 hour.

A suite of three role-plays which examine complaint-handling practice. Allow 30 to 50 minutes for completion.

This exercise will help your team to identify and analyse problems in their existing customer service practices and procedures. By addressing the root causes of problems, it is hoped that solutions can be made that will provide benefit to all your customers. Allow one hour.