Resolving Complaints and Problems

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

Whether you are having a face-to-face meeting with a complaining customer or are contacting them by telephone, make sure you are well prepared with our customer complaint checklist.

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.

The following sample complaint form helps you gather the information you need to investigate customer complaints effectively. It can be easily customised to meet your organisation’s particular needs.

The following template gives you a good starting point for devising a complaints handling policy. It can be adapted according to the size and nature of your organisation, and can also be used at a departmental level to improve levels of internal customer care.

A template for responding to a written complaint from a customer.