Complaint Handling: Skill Builder Booklet - Ministry Specific Resource (PDF)
Despite the fact that most of us recognize effective complaint handling to be of some value, surprisingly it is rarely treated as a serious topic that is worthy of specific focus. The low level of interest and/or focus on these skills usually arises because of two negative views, which are: (1) seeing complaint handling as a small and relatively minor part of feedback and (2) considering it to be a negative subject area or irritant (or even a necessary evil) when it occurs and therefore best handled by other more general interpersonal skills or by ignoring, minimizing or eliminating the complaint or complainant if possible.
This booklet takes the view that positive complaint handling is very important and in fact, it should be seen as a positive area of key feedback to help an organization make changes for the better. - Ministry Specific Resource