Course aims:
To enable delegates to understand and value complaints, recognise the difference in formal and informal complaints. identify the main complaint in relation to the delegates business unit recognise that the most successful business has complaints, identify how successful organisations make complaining easy, your role in minimising the impact on the organisation ,the role of external investigation of complaints Learning and improving the business by valuing complaints .

• Learning outcomes:
  By the end of this course delegates will be able to:

•  Describe a number of good practice examples in the area of complaints

•  Describe the difference between a formal and informal complaint

•  Describe the in detail the organisations approach to formal complaints , including appeals process and
  being able to identify your role in the process

•  Understand the impact of complaints on the organisation

•  Understand the importance of successfully handling complaints

•  Describe and understand the importance of listening to the individual making the complaint

•  Be aware of how learning from complaints can improve organisations and bring about organisational
  savings

•  Be aware of the link between complaints and diversity issues

•  Be aware of the role of the ombudsman

•  Be aware if applicable of the role of Supporting People

•  Be aware of the AC role and KLOE in relation to complaints

•  Potentially take three action points from the training day to implement on your return to work

Summary

The training is designed to be flexible and the content and setting can be varied to meet the particular requirements of individual groups.

Participants will be encouraged to adopt a supportive and positive approach to the group as a whole. It is hoped that this will allow individuals to achieve greater proficiency and confidence through taking part in a stimulating and enjoyable learning programme.

Please see our Price List for details of costs