Dealing With Complaints - Office Version

Overview
 Topics
 Performance Objectives

Course Information

Audience
All team leader, supervisory or management personnel in an office work environment.

Training Time
Average - 83 to 166 minutes

Delivery Formats
 Web, CD-ROM, LAN, WAN

Product Code
 vleadwco

Interactive Producer
 Mastery Technologies, Inc.

Original Content Producer
 Vital Learning Corporation

Language(s)
 English

Overview

To effectively deal with complaints, this course exposes the learner to effective techniques used to determine and solve problems while maintaining a positive relationship with team members. This course covers concepts using 51 interactions which actively involve the learner in the training.

Lesson interactions provide opportunities to apply what he or she has learned. The computer assesses the learner's level of understanding of all learning objectives. All questions in this course are fully narrated. Narrations enhance comprehension and are welcome support for learners with reading skill deficits and when English is the learner's second language. When the learner answers a question incorrectly the computer provides remedial instruction and reviews the material until the learner can answer correctly. Mastery's exclusive Follow-up Review, standard in all Mastery Advantage courses, provides time-delayed reinforcement and review of the learner's newly acquired knowledge. The Follow-up Review enhances the transfer of newly acquired knowledge to the learner's long-term memory.

The Learner navigates through the course and its resources using the standard Mastery Control Bar. Course resources include a fully narrated glossary of terms. Each term is pronounced and its definition read aloud to the learner. A topical index provides a complete map to the instructional material. The learner can ask for all course information on any topic at any time during the lesson presentations. The learner can use the topical index as a reference source even after completing the course. Closed Captioning is included. A complete transcript of all audio and video files is also provided with this course. Use the transcript file in conjunction with MODIFY to simplify customizations.


Topics

The course presents interactive instruction covering
the following topical areas:

Why and How To Handle Complaints
· Why handle complaints
· Causes of complaints
· How to handle complaints
· Minimizing the number and strength of complaints
Dealing With Complaints Traditionally
· Traditional methods of handling complaints
· Evaluating the traditional method
Skills For Dealing With Complaints
· Discovering the skill points
· Reinforcing the skill points
Summary
· Summary

Performance Objectives

This course will measure mastery on each of the following performance objectives. Upon completion, workers will be able to...

Learn how and why to handle complaints.
· Describe the difference between a complaint, a dispute and a grievance.
· Describe the difference between conciliation and arbitration.
· Explain ways to minimize the strength and volume of complaints.
· Describe the values of handling complaints.
· Define the attributes of a valid complaint.
Interpret the underlying problems behind complaints.
· Understand the value of maintaining team member self-esteem when dealing with complaints.
· Describe the difference between vague and specific complaints
· Explain the value in handling a complaint.
· Understand the detriment to ignoring complaints.
Use appropriate skills to resolve complaints.
· Agree that complaints are inevitable in all job situations.
· Understand that complaints may have a deeper, underlying cause.
· Identify the basic skills for dealing with complaints
· Explain the value of using the basic skills when handling complaints.



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