This is a complete lesson on complaint resolution using the TACTICS method.
The resource contains a lesson plan, worksheets, diagrams of the model, a company policy to review, and practical exercises for the group to carry out. There is also a feedback form included.
The acronym TACTICS is used to work through a step by step process to handle a complaint from a customer. This is an important aspect of customer service. Once the learner has reviewed the process, it is a good idea to have the class separate into groups and role play various complaints scenarios using this method. All documentation is provided.
I have used this successfully with a Business training class. They enjoyed it and provided excellent feedback.