Complaint Resolution using the TACTICS method

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.

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Communications, Workplace, ESOL and Computing Resources

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  • AA-complaints-policy.pdf
  • TACTICS-Diagram.docx
  • TACTICS-Diagram.pdf
  • Useful-phrases-and-techniques-worksheet.pdf
  • Feedback-Form-Handling-Customer-Complaints.pdf
  • 1-Lesson-Plan-TACTICS.doc
  • 1-Lesson-Plan-TACTICS.pdf
  • Tactics-Complaint-handling-Roleplay-Exercise.docx
  • Tactics-Complaint-handling-Roleplay-Exercise.pdf
  • Useful-phrases-and-techniques-worksheet.docx

About this resource


Created: Apr 23, 2017

Updated: Sep 24, 2020

pdf, 182 KB


docx, 43 KB


pdf, 203 KB


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