Customer Service Skills - Complaint Resolution using the TACTICS method

Grade Levels
11th - 12th, Higher Education, Adult Education, Homeschool, Staff
Resource Type
Formats Included
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10 pages
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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.

Total Pages
10 pages
Answer Key
Teaching Duration
2 hours
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