If handled effectively, most complaints can be resolved without invoking a formal complaints procedure. When addressing grievances, the goal of all customer-facing staff should be to adopt a solution-focused attitude.
This course outlines the recommended approach to de-escalating complaints, and reinforces the importance of all customer-facing staff in reducing the number of formal complaints lodged.
Delivery Mechanisms: Lecturing/Group Discussion/Case Studies/Practical Exercises.
- Recognising & acknowledging why customers complain;
- Types of complaint;
- Principles of effective customer service;
- Principles of effective complaint handling.
- Stage 1: Informal Resolution:
- Process requirements;
- Policy guidelines.
- Stage 2: Escalation (aka The Formal Complaints Process):
- When it’s invoked;
- How it’s invoked;
- What complainant needs to know.
- Stage 3: External Adjudication (e.g. NIPSO):
- Role of NIPSO;
- Possible outcomes;
- What complainant needs to know;
- Relevant documentation.
- Appropriate skills & behaviour:
- Investigating complaints:
- The process;
- Problem solving: Root Cause Analysis;
- Questioning skills;
- Recording accurate information.
- Drafting responses:
- Stage 1 responses;
- Stage 2 responses.
- Lessons learned:
- Creating a culture of continuous improvement;
- Taking action.
- Skills practice at each stage.
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We offer a free 1hr no-obligation consultation by phone or Zoom (or at your premises if in greater Belfast) to discuss your requirements.