Managing Complaints Well

What the course covers:

• Be able to recognise a complaint
• Have an increased understanding of the impact of complaints on the organisation
• Have a range of strategies for reducing the fear of complaints and gain the skills to be a complaint professional
• Be effective in managing and analysing complaints and take the most appropriate action to prevent escalation where possible
• Be able to effectively manage all aspects of the investigation process and achieve a professional outcome
• Have a range of strategies for learning from complaints
• Have an understanding of Creative Support’s complaints and compliments policy and procedure

How this course can be completed:

• Classroom: this course can be completed as a full-day course in a classroom environment, which lasts approximately 6.5 learning hours.
• Webinar: this course can be completed as a webinar that lasts approximately 3 learning hours.