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Classroom
  • Learning by doing
  • Company-specific skill practice scenarios
  • In-house, or external facilitation
  • Engaging exercises
Online-icon
Online
  • 5-8 modules per course to keep learners engaged
  • HD video examples, interactive question formats
  • Designed to increase learning retention - Scenario-based exercises to engrain critical skills
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Blended
  • Combine online and classroom learning for a more robust solution
  • Flexible, built around your learners’ schedules
  • Customizable agenda to fit the needs of your organization
Reinforcement-icon
Reinforcement
  • Continued practice to ensure skills are used on the job
  • All reinforcement resources included at no additional cost
  • Vital Boost app, on-the-job worksheets, follow-up skill practice
Course Objectives
  • Recognize that all team member complaints must be dealt with, rather than ignored or dismissed.
  • Identify the potential underlying issues of the complaint to determine the reasons or causes for the complaint.
  • Determine and address the underlying issues of the complaint to resolve the problem.
  • Use active listening skills to maintain control, verify understanding and determine the facts of the situation.
  • Use the Managing Complaints Skill Points to plan and conduct a meeting with your team member.