1x 3 Hour live online course (via Teams or Zoom) with a professional trainer and a maximum group size of 16 people.
Overview
How your organisation and staff deal with complaints and unhappy customers can define your organisation’s reputation and can damage residents’ trust.
This live, online three hour course looks in detail at the complaint process, and results in an action plan to positively deal with these difficult situations.
Who should attend?
This course is well suited to any member, officer or council employee who could potentially deal with complaints or unhappy residents.
Course Outline – Agenda
- Assessing, analysing and defining complaints and understanding the things that are important to people when they complain.
- Quickly and efficiently collecting the relevant information.
- Evaluating complaints and making good decisions.
- Principles for resolving complaints
- Resolving complaints and communicating your decisions.
- Launching investigations (process and strategy).
- Difference between handling complaints face to face, online or via the telephone.
- How your organisation can learn from complaints.
Learning Objectives (success criteria)
By the end of this course, delegates will be able to list the things that are important to people when they complain. Delegates will understand the stages of the complaint handling process, and will also understand how their organisation can learn and improve as a result of the complaints.
Bookings, Costs and Dates
If you have 6 or more people interested in this course we can run it at a date convenient to you- please email us at hello@lgtda.co.uk
