Training staff to deal with complaints

SATRA can train your staff to deal effectively with complaints, potentially avoiding damage to your company.

Consumer complaints have always been – and always will be – a constant problem for retailers, sourcing companies and manufacturers. Some of these complaints will be justified and others will not be. Either way, the customer is dissatisfied, and it is important that complaints are handled well, to restore relations and to avoid bad publicity (or even litigation).

Although it is important that all employees in the supply chain are trained, members of the retail staff are vital links in the handling of consumer complaints. Insufficiently or improperly trained retail staff could potentially cost a business a lot of money, both directly in terms of refunding unjustified complaints, and indirectly if a safety critical complaint is not recognised and the correct procedure is not followed.

SATRA regularly schedules general training courses for members. However, the venue, content and dates may not always be specific to a company’s products or be at a convenient time for a member’s staff. Therefore, SATRA also offers ‘tailor-made’ training courses for those instances when more individual training is required to meet specific business requirements. Members all over the world – including those in Asia, Europe, the Middle East and the USA – are increasingly taking advantage of this service.

A tailored fit

The main advantage of this type of course is that the content can be discussed and mutually agreed to suit a member’s exact needs. It will be focused on the type of footwear being manufactured, sourced or retailed, using items from the company’s range as examples. Obviously, complete confidentiality is another benefit – delegates can ask any questions and discuss their products and supply chain without the concern of potential competitors being involved. The length of the course will also be agreed to suit the member. So far, SATRA has run courses from half a day to two days in length.

We can take the course to the member’s premises or any other suitable location. However, there are significant advantages in holding the training at SATRA. Not only are our facilities well suited, but we also have all the experts available to comment on their specific areas if necessary. Delegates have commented that they feel more comfortable learning at SATRA, away from the pressures of their office, and can avoid unnecessary telephone calls and other interruptions.

Although the courses are tailor-made, we often find that other topics arise. Therefore, it is most beneficial to visit SATRA’s laboratories, see the equipment that is used, watch a test being performed or discuss problems with other SATRA staff.

Consumer complaints will never be eliminated, but they can be minimised and controlled by having the correct procedures and staff training in place.

Publishing Data

This article was originally published on page 12 of the December 2011 issue of SATRA Bulletin.

Other articles from this issue »

---