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What it is
This is a one-day course to share expertise in identifying complaints,
putting and keeping them on the right track.
The course is presented by an experienced investigator who has
genuine practical experience in identifying complaints, helping
those who wish to make complaints to summarise their concerns and
in ensuring that complaints stay on course. The presenter will
be familiar with the authority’s complaints procedures.
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Who it is for
It is specifically for local government staff who have direct contact
with members of the public and who receive complaints as part of their day-to-day
work.
Front line staff have a crucial role to play in presenting the
face of the authority to the public, particularly in dealing with
service users when they have problems. They can also play
a very important part in the early identification and resolution
of complaints. This course has been developed to help them, and
the authority, to make the most of the potential in their roles.
If training is sought for investigation and resolution of more
complex complaints then the Effective
complaint handling course is recommended.
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What it does
The aims of the course are to help participants to:
- develop their understanding of what generates customer satisfaction;
- identify what makes the experience of complaining a good or
a bad one;
- identify complaints early and get them on the right track;
and
- clarify their role within the authority in handling and resolving
complaints.
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How it is done
The course is interactive using a variety of activities and materials
including:
- participants’ experience of making complaints and our experience
of what can go wrong;
- research findings on what contributes to customer satisfaction
and trust in service providers;
- material on identifying and defining complaints;
- practical exercises including a case study to identifying and
resolving service failures; and
- a troubleshooting exercise to consider the problems staff encounter
and possible solutions.
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Prices
One-day course for a group of up to 15, with one presenter: £975
One-day course for a group of up to 30, with two presenters: £1,650
No extra charge made for trainer’s travel and expenses.
Prices assume you will supply the venue for the course. Full details
of venue requirements and of our terms and conditions for supplying
training provided on request.
Smaller authorities with fewer than 15 staff to put forward for
training may wish to get together with neighbouring authorities
to hold a regional LGO training event, and so share the costs.
Duration
10am to 4:30pm
Contact
Training Administrator
01904 380226
training@lgo.org.uk
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