Effective complaint handling

There’s no place to hide. Organisational reputation is of increasing importance in the era of Glassdoor, TrustPilot, TripAdvisor and other crowd-sourced open contribution sites. The ways in which organisations respond to those individuals and groups who are dissatisfied with their product or service goes a long way to restoring faith and trust. This workshop helps organisations to examine issues surrounding this area.

Effective complaint handling

This course will

  • Help delegates review organisational approaches to the handling of complaints – from the formal to the informal, from verbal to written and those received via social media
  • Look at how the handling of the complaint is less about following policy than about treating people “right”.

Delegates will learn to

  • Clearly define the nature of a complaint
  • Examine desired outcomes from complaints
  • Understand how to judge the effectiveness of complaints handling
  • Examine how to prevent complaints from arising, or from progressing to the next stage
  • Consider how to handle wider reputational issues arising from complaints handling
  • Review good practice in complaints handling.

Workshop outline

  • What is a complaint? How do you spot one? How do they manifest themselves? Defining different types of complaints from different sources (customers, partner organisations, employees, third parties etc). Lessons from mishandling of complaints
  • Examining desired outcomes from complaints. What do complainants actually want?  What is within your power to give? The risks in over or under compensating. How to give the complainant some of what they want without compromising organizational integrity. How to prevent complaints from arising, or from escalating to the next stage – the role of the informal resolution
  • How to judge the effectiveness of complaints handling. Managing compliance with the process. Complaints KPIs. Process management of the complaints process
  • How to handle wider reputational issues arising from complaints handling. The role of social media and word of mouth. Is there no such thing as bad publicity? The role of employees as brand ambassadors
  • To review good practice in complaints handling. Who receives and handles complaints? “Ideal” timescales. Learning from the best. Organisational issues and action planning.

Who should attend

Anyone who delivers customer service, and anyone who is involved in resolving complaints from any source.

Gary Cookson

Team leader Gary Cookson

Gary has held several senior HR roles in various sectors, including 12 years in housing. He has delivered CIPD, ILM and CIH programmes for many years. He speaks regularly at conferences about leadership and HR, and is active on social media. He also carries out training on a range of topics for HQN.