Complaints Made Easy™

COMPLAINTS MADE EASY

Complaints training is often perceived as difficult or dry. Complaints Made Easy™ transforms the learning experience.

It is challenging, engaging and fun. Our approach makes the learning experience stimulating supporting improved practice and behavioural change.

By the end of this workshop participants will have:

– Increased understanding and the confidence to handle complaints competently;

– A more resolution-focused approach provides better outcomes for all involved;

– A greater appreciation of what different stakeholders want from the process;

– A better appreciation of how learning from complaints can have a positive impact on the organisation.

A Really Flexible Solution

A game-based complaints management learning experience

Complaints Made Easy™ has been designed to be very flexible. This includes:
– You can use it for 2 hours or a whole day
– Anyone can participate, from senior leaders to frontline colleagues, because the content is differentiated.
– We customise content for your organisation, meaning the questions will be more relevant and have more impact.

AKD can facilitate or you can purchase and have your in-house facilitators deliver

When things go wrong, how do we behave?

Questions are designed, so participants reflect on what they currently do, generate ideas for improvements and obtain the “buy-in” of participants to demonstrate why handling complaints well is so important.

Customer Experience is often defined as when things go wrong and how you respond. Complaints handling can enhance or damage your brand. If your organisation is passionate about customer experience, it is essential to develop first-class complaints handling skills.

Complaints Made Easy™ provides better strategic understanding and improved leadership, helps staff to increase understanding and confidence in complaints handling, focuses on a resolution-focused approach (providing better outcomes for all involved), and shows how teams can learn from complaints to improve services and products.

We recommend up to 15 participants in a session, split into 3 teams. Delegates work in teams, navigating a customer around the Learning Map. The objective is to resolve your customer’s complaint, locally and swiftly. Teams achieve this by debating and responding to exercises, questions, and case studies; all designed to get participants resolution-focused and evidence-based.

How It Works

We recommend up to 15 participants in a session, split into 3 teams. Delegates work in teams, navigating a customer around the Learning Map. The objective is to resolve your customer’s complaint, locally and swiftly. Teams achieve this by debating and responding to exercises, questions, and case studies; all designed to get participants resolution-focused and evidence-based.

“AKD Solutions always positively challenged us to think bigger and think differently, that is why we continue to work with them and have such a strong partnership.  We always receive exceptional service from the team and the training solutions we create together never fail to win awards…… a great combination that always delivers a win win outcome!”

Gary Jackson

Mears

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AKD Solutions (AKD) is an international organisational change consultancy whose
purpose is to stimulate brilliance.

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Email: contact@akdsolutions.com

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AKD Solutions (AKD) is an international organisational change consultancy whose
purpose is to stimulate brilliance.

What we do