Nobody likes a complaint, but logging problems and fixing them properly is how things get better. This talk keeps it practical, and the guidance shows staff what to record and why.
This training talk is supplied in fully editable MS Word format, prepared using the F-Q7 Training Talk Attendance Record form template. All text is in Calibri font for improved readability.
The following document labelling is included in the footer:
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Further guidance on problems, corrective action and customer feedback:
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If you'd like hands-on help setting up your problems and complaints records and the corrective action process behind them, our remote support services provide direct expert input from our team, by the day, by project, or on an ongoing basis.
Problems, Complaints and Customer Care Training Talk
A training talk on problems, complaints and customer care for all staff - which issues to log, how corrective action is taken and checked, and how customer complaints and feedback are handled. The download gives you a one-page attendance record with the talk description already filled in, plus the full guidance document to run the talk from.
Two Files in One Download
- TT-1-04 Problems, Complaints and Customer Care - the attendance record, with the topic and talk description ready to use and a signature line for each attendee
- GG-1-04 Problems, Complaints and Customer Care - the guidance document the talk is based on, to prepare from and to issue to staff afterwards
Talk Description
- Deciding which issues are significant, and logging them
- Completing the problems form, including nonconforming outputs
- Corrective action and checking it has been effective
- Trends, root cause analysis and similar problems
- Customer complaints, logged whether upheld or not
- Customer care and customer feedback
Running the Talk
Read through the guidance beforehand, talk the points through with the team, then have everyone sign the record. Keep the signed record as evidence that the briefing took place and who received it.
Questions raised during the talk can be noted in the comments box on the record, so anything that needs following up is not lost.
Why Complaints Are Logged Whether Upheld or Not
A complaint that turns out to be unfounded can still point to a misunderstanding, a gap in communication or a pattern worth spotting. The talk makes the point that every complaint is logged, so the full picture is there when trends are reviewed.
Adapting the Talk
Both files are fully editable, so add the name of your problems form, where complaints are logged and who decides whether an issue is significant. Update the talk description if you cover extra points.
Keeping the Training Record
File the signed record with your training records, or log the talk against each attendee in a training matrix, so you can show who has been briefed and when.
Who Is It For?
All staff, especially anyone who deals with customers or handles problems as they come up. It works at induction, as a refresher and after a complaint or a recurring problem.
Included in the ISO 9001, ISO 14001, ISO 45001, ISO 27001 and ISO 22301 Toolkits
This training talk is part of the ISO 9001, ISO 14001, ISO 45001, ISO 27001 and ISO 22301 toolkits, and is included in the integrated toolkits that combine them.
Delivering Talks Regularly
Short, regular talks keep the way the business works in front of people. Run this one alongside the other general training talks to build awareness one topic at a time.
Related Training Talks
Other training talks that work alongside this one:
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