Are complaints being handled professionally and appropriately in your organisation? Is poor complaint handling leading to long, drawn out investigations where there was potential to diffuse the complain at the offset?
This intensive and highly practical training day assists attendees in understanding what is required in managing complaints properly.
It will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture and reflecting and learning from complaints through theory, exercises and group discussion.
Key Learning Points
Understanding your complaints policy
The root causes of complaints
How to identify potential complaints
The stages of a complaint
Handling people’s emotional responses to complaints
The importance of listening and managing expectations at the initial stage
How to defuse complaints
The importance of open culture, and reflecting and learning
How serious complaints are investigated
Interviewing key staff members: Do’s and Dont's
Findings and recommendations
Writing your investigation report and drawing it to a conclusion
Who should attend:
All managers who may be required to investigate a formal complaint
"Very informative on dealing with complaints under pressure. Excellent overall." Rachel Fitzpatrick, Team Lead of Department, Comfort Keepers
"The course was an excellent overview of the complaints processes and best practice in complaints handling." Sara Van Den Bergh, Solicitor, CORU
Contact us today to start planning your training at a date convenient for you.