Dealing well with complaints is a vital part of good customer
care. It improves customer relations, helps organisations learn
and improve, and maximises public value.
Over more than three decades of complaint investigation we have
developed an unparalleled overview of the way local authorities
deal with complaints, and a unique perspective on what constitutes
good practice in complaint handling.
In response to an increasing
demand from authorities for us to share our knowledge and experience
with them, and as part of our role in promoting good administration,
we are now offering a range of training courses on dealing with
complaints – all devised by us with the particular needs
of local government in mind. Feedback
from participants shows that they find it stimulating and challenging, as well
as being very beneficial for their work in dealing with complaints.
Details of the courses
All our courses are presented by experienced LGO investigative
staff, so participants can be confident that their presenter has
genuine practical expertise in complaint handling and can draw
on a fund of real knowledge about the theory and practice covered.
The charges we make for our ‘off the peg’ courses
just cover our costs in delivering training (see below for more
details). We believe they represent very good value for money.
Good complaint handling - identifying and processing complaints
Effective complaint handling - investigating and resolving complaints
Good complaint handling in social services
Effective complaint handling in social services
Prices
Our Effective complaint handling courses
and the course in Good complaint
handling are available at
a cost of:
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 local LGO training event, sharing the costs.
If you are interested in running a customised course for your
authority, please ring to discuss the details.
For further information or bookings please contact:
Training Administrator
01904 380226
training@lgo.org.uk
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