Complaint Handling Course

Course overview:

This interactive and practical Complaint Handling online training is designed for complaint handling teams and those who are new to complaints in the public sector.

This course aims to build your personal skills and capabilities for successful complaint handling. You will learn how to develop skills to listen, empathise and gain core skills to deal with complaints effectively, including written and verbal complaint handling techniques. Learn how to respond to complaints effectively across a variety of channels including email and phone. Discuss best practice for recording and recording complaints, carrying out investigations, and evidence gathering, manage escalation and expectations effectively. Learn about the role of the Ombudsman and how to comply with the corresponding codes and regulations and understand your responsibilities for vulnerable customers. Leave the day with techniques for dealing with difficult customers and managing conflict escalation.

Course outcomes:

 The principles of good complaint handling

• Develop listening and empathy skills
• Complaint handling techniques – written complaints, phone calls
• Understand how to make the most of your complaints and evidence gathering
• Top tips for managing challenging customers
• Preventing escalation and handling conflict
• Role of the Complaints Team, Investigating Officers (stage 1 and 2) and the Ombudsman
• How to recognise and communicate with vulnerable customers
• Test your skills and resilience through interactive exercises and practical scenarios