Good complaint handling: Identifying and processing complaints
What it 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.
Who it is for
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 complaints handling course is recommended.
What it does
By the end of the course learners will be able to:
- list five things that are important to people when they complain;
- describe three examples of good practice when receiving and handling complaints;
- accurately identify, define and summarise complaints;
- list five sources of information that could be considered when investigating a complaint;
- identify appropriate and proportionate remedies for injustice;
- write a comprehensive decision letter;
- explain how learning from complaints can be used to drive service improvements.
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.
Prices
One-day course for a group of up to 15, with one presenter: £1,025 from April 2009
One-day course for a group of up to 30, with two presenters: £1,735 from April 2009
No extra charge made for trainer’s travel and expenses. Prices assume you will supply the venue, lunch and refreshments for the course.
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.
Date Updated: 05/09/11