Course Details
Do you spend too much time dealing with complaints?
Complaints are a fact of life and something that every organisation must deal with. Wouldn’t it be better to receive fewer complaints, allowing you to focus on delivering higher levels of performance? This one day complaint management course outlines the principles of excellent complaints management
Complaints are often received because of a lack of communication with stakeholders or a failure to manage the expectations of others. This one day complaints management course shows how we can become better at fostering good relationships with our clients and colleagues, the less chance there is of things escalating to a complaint.
It is also important that we effectively manage complaints that we do receive, to minimise their impact on our relationships, reputation, and resources.
Benefits to you
By the end of the course, participants will be able to:
- Understand what is a complaint and its meaning?
- Understand the difference between a complaint and feedback.
- Understand what a successful complaint’s process looks like.
- Understand the importance of listening and empathising.
Course Contents
- What is a complaint and its meaning?
- The difference between a complaint and feedback.
- The importance in fostering positive relationships.
- What a successful complaint’s process looks like.
- The importance of feedback loops.
- The importance of listening and empathising.
- How to communicate effectively with clients and colleagues.
- How to be assertive when managing complaints.
- How to reduce the number of complaints received.
- How to turn a negative into a positive.
- Complaint investigations.
- How to follow up a complaint.
Who should attend?
Business owners, Senior managers, managers