Responding to Complaints

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Description

Event Details

This session addresses "What is a complaint?" and answers the question "Why handle complaints?" Complaint and grievance procedures are shared toward achieving understanding on how effective team leaders and supervisors manage complaints. The use of one's listening skills to manage complaints, along with five types of questions used to work toward resolution.  A self-assessment on dealing with complaints will be used to assess one's present propensity toward handling complaints.

Objectives:

  • Look at the why behind handling complaints
  • Share multiple complaints handling procedures
  • Assess four different techniques for handling complaints
  • Demonstrate the art of listening and responding to complaints
  • Conduct a complaint awareness inventory to determine strengths and weaknesses
  • Provide an instrument to assist in documentation of complaints

Outcomes:

  • Grow in one's own understanding of how to handle complaints within own area of responsibility
  • Discover one's own strengths and weaknesses toward handling complaints
    Look at a process toward implementation of an effective complaint handling process
  • Introduction to a progress-alert suggestion and improvement system

Appropriate For

  • Business owners, management teams, supervisors and executives.

You Will Learn

  • The tools necessary for supervisors to approach complaints in a way that is supportive of employee and team goals.
NIST

Manufacturing Extension Partnership, 8626 E. 116th Street, Suite 200, Fishers, IN 46038-2815, (317) 275-6810

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