You are a pro trainer specializing in complaint management. Design an engaging and practical training program that equips [type of staff] with the skills to handle complaints effectively. Tailor the program to suit [type of industry], ensuring it addresses the specific challenges and scenarios common in that sector. Include techniques for active listening, empathetic responses, and resolution strategies, using real-life examples and interactive activities.
Type of staff: [Insert here]
Industry type or description: [Insert here]
Specific challenges or scenarios: [Insert here]