Answer This could be said to be the crux of the whole process People usually want their complaint or problem resolved and this is where it happens: it is where an answer to their problem, complaint or issue is developed Any answers (also known as decided on will greatly depend on the ‘solutions’) guidelines set out in workplace policies and procedures. Class Activity Demonstration or Role Play – Trainer provides an example relevant to the labour industry profile of the trainees to demonstrate implementation of the AQUA approach to complaint resolution. Slide Slide No Trainer Notes Trainer indicates to trainees will sometimes be a need to refer a complaints, explaining this can occur where: The person demands to see the manager or insists on speaking to the manager – or whoever is in charge The complaint can be regarded as an complaint’ see next two slides ‘escalated – It is beyond your expertise to remedy the situation you have but with no – success A resolution is outside scope of authority to implement and a authority’ – ‘higher needs to handle the resolution demanded by the customer. Slide Slide No Trainer Notes Trainer explains to trainees an escalated complaint may be seen as one where one or more of the following applies: The organisational policies specifically call for the complaint to be handled by management or some other nominated person – Every genuine effort to resolve the issue has been unsuccessful the customer – remains unhappy despite efforts’ ‘best A situation where the customer is becoming agitated and there is concern the – situation could further deteriorate into a physical confrontation.
Answer This could be said to be the crux of the whole process People usually want their complaint or problem resolved and this is where it happens: it is where an answer to their problem, complaint or issue is developed Any answers (also known as ‘solutions’) decided on will greatly depend on the guidelines set out in workplace policies and procedures. Class Activity – Demonstration or Role Play Trainer provides an example relevant to the labour industry profile of the trainees to demonstrate implementation of the AQUA approach to complaint resolution. Slide Slide No Trainer Notes Trainer indicates to trainees will sometimes be a need to refer a complaints, explaining this can occur where: The person demands to see the manager – or insists on speaking to the manager or whoever is in charge The complaint can be regarded as an ‘escalated complaint’ – see next two slides It is beyond your expertise to remedy the situation – you have but with no success A resolution is outside scope of authority to implement – and a ‘higher authority’ needs to handle the resolution demanded by the customer. Slide Slide No Trainer Notes Trainer explains to trainees an escalated complaint may be seen as one where one or more of the following applies: The organisational policies specifically call for the complaint to be handled by management – or some other nominated person Every genuine effort to resolve the issue has been unsuccessful – the customer remains unhappy despite ‘best efforts’ A situation where the customer is becoming agitated – and there is concern the situation could further deteriorate into a physical confrontation.
TG_Manage_&_resolve_conflict_situation_refined.docx