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Complaints How to Make Your Life Easier
This course brings a fresh perspective, greater understanding, empathy and insight into complaints handling for front line managers and operational managers.
This is a one-day course that we facilitate in-house. Participants undertake pre and post classroom online assessments to measure knowledge and will include a long-term relationship with AKD and follow up courses and meetings for further development within your company.
This course ensures that participants fully understand the organisation’s complaints procedure. However this courses is successful because it makes people really think about culture, mindsets and behaviours. The course is designed to focus on key principles, which remove bureaucracy and create a process that is people and resolution focused.
By the end of the course participants will:
· Understand how the complaints procedure works
· Understand the difference between grumbles, complaints and allegations
· Have clarity on what stakeholders want from the process
· Shift the emphasis from responding to resolving complaints
· Develop strategies that simplify how to handle complaints
· Understand how to learn from complaints
