Does your team need to receive and manage complaints as a part of their role? Do they have the skills and confidence to adequately intake, triage, assess and fact find? Do they have the courage and know how to have the range of tricky conversations that come along with complaints management? Is the process being documented adequately?
Complaints are an important part of the day to day work of any business or organisation, but so often they are not managed with the level of skill or confidence that will result in a positive experience. This can lead to customer dissatisfaction, reputational damage and staff burnout.
Our training in receiving and managing complaints takes staff through our best practice process, which can be overlaid with your internal process and procedure, resulting in a team who are confident and ready to deal with complaints in a way that adds value to your customer cohort and organisation.
This training is suitable for all levels of complaint handlers and complaints types, including complex and serious complaints relating to harassment, sexual harassment and misconduct, and can be tailored for the specific needs of your organisation and learners.
This training covers:
- Why are complaints important
- The intake process – how to correctly receive and welcome a complaint
- Assessment of a complaint – what process should we follow?
- Fact finding about a complaint – what can we discover?
- Powerful conversations in a complaints process
- Resolution techniques and when to apply them
- Managing challenging interactions with parties
- Documentation, policy and procedure.
Whether your team is in HR, frontline complaints management or a safeguarding space, this training will uplift capacity to deal with complaints in a way that moves your organisation forward.
What have our participants said?
“Superior knowledge, presented impeccably, and a very thorough understanding. Great engagement.“
“Brilliant trainer, relatable, real life examples, clear and concise messaging, great tips and tricks.”