Effective complaints management – Cohort 1

Course description

This course is suitable for those with the authority to receive and process complaints Learners will discuss current complaints management processes and compare with recommended best practice. This course provides learners with techniques to effectively investigate, assess and resolve complaints with a positive solution

Learning outcomes

By the end of the course learners will be able to:
– Identify what is important to the complainant
– Analyse the stages of the complaint handling process
– Utilise investigatory techniques to reach evidence-based conclusions
– Assess all evidence to resolve complaints with appropriate solutions
– Explain the positive outcomes of complaints

Requirements and expectations

Learners will be expected to be engaged in learning, participate in all activities including group discussions, and be willing and able to implement the skills from the session