Description
This intensive and highly practical half 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.
+353 1 87 88 258
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