Effective Complaints Handling

Complaints Handling

Participants will learn how to effectively address, manage, and analyse complaints, to ensure complaint responses address the key issues and concerns with a range of meaningful and sustainable solutions.

Learning Outcomes

  • Understand the importance and usefulness of complaints
  • Identify complaints types by department and the common causes
  • Establish what is, and what is not a complaint
  • Understand how to achieve quick wins, and why and how complaints escalate
  • Avoid and resolve complaints easily and quickly
  • Define the complaints process and the stages of escalation
  • Effectively structure complaint responses
  • Confidently and assertively say no or refuse a request
  • Effectively respond to complaints
  • Develop effective writing skills for complaint responses
  • Make balanced decisions to uphold, partially uphold or reject complaints
  • Understand compensation and other remedies available
  • Appreciate the benefits of complaint monitoring, analysis and reviewing quality measures
  • Understand the impact of the Localism Act and Welfare Reforms on complaints
  • Effectively address and manage persistent and spurious complaints

Training Methods

All courses use various methods of engagement including Presentations, Q and A, Case studies, Group discussions, Short Films and Course hand-outs.

You may also be interested in Customer Service Training and Workplace Communication Training.

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