Complaints Handling & Investigation Management

Description

Are complaints being handled professionally and appropriately in your organisation? Is poor complaint handling leading to long, drawn out investigations where there was potential to diffuse the complaint at the offset?

This intensive and highly practical training day assists attendees in understanding what is required to manage complaints properly.

It will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture and reflecting and learning from complaints through theory, exercises and group discussion.

What you will learn

Key Learning Points

• Understanding your complaints policy,
• The root causes of complaints,
• How to identify potential complaints,
• The stages of a complaint,
• Handling people’s emotional responses to complaints,
• The importance of listening and managing expectations at the initial stage,
• How to defuse complaints,
• The importance of open culture, and reflecting and learning,
• How serious complaints are investigated,
• Interviewing key staff members: Do’s and Dont’s,
• Questioning skills,
• Findings and recommendations,
• Writing your investigation report and drawing it to a conclusion.