+44 (0)20 7358 8155
Complaints are like medicine
This is a 2 hour workshop that will support managers to tangibly improve the way they handle complaints. By the end of the workshop participants will have:
- Clarity on the customer experience when things go wrong
- Defined how they will influenced the culture (environment, mindsets, language and behaviour) in their team/organisation to improve how complaints are handled.
- Understand the benefits of focusing on resolution
- Know how to increase learning from complaints for their team/organisation
This is all done by having participants explore 6 statements from the AKD pharmacy, that are guaranteed to improve your health and move you to more preventative measures in future.
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"This interactive course delivered across the council was fantastic!
Staffs were able to put themselves in the customer’s shoes and really think about how the customer perceives the complaint process and their expectations of the service. Managers were able to recognise the difference between the facts associated to complaints as well as the customer’s emotional impetus to exhaust the process.
Overall staffs have embraced the method of resolving customer concerns rather than just responding and were pleasantly surprised, AKD were able to cover a broad area in relation to the complaint process and resolution strategies in the allotted two hour time frame.
Early Prevention is better than cure!
Thanks AKD"
Chantelle Williams-Bekoe, Complaints Officer
Partnerships Strategy and Commissioning
Children Schools and Families
London Borough of Camden
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