Event Summary

Our New to Complaint Handling in the Public Sector online training teaches you how to handle and respond to complaints. Build your personal skills and capabilities for successful complaint handling. Develop your skills to listen, empathise and find best possible outcome for users and organisations

The highly practical and interactive course is designed for complaint handling teams and those who are new to complaints in the public sector.  Ensure your frontline staff are equipped to meet the challenges they will face in a complaint handling role.

You will gain core skills, resources and tools to help you deal with complaints effectively, including written and verbal complaint handling techniques. Refresh your skills and hear best practice for responding to complaints effectively across a variety of channels including email, phone and social media.

Take away advice for recording complaints effectively. Hear best practice for investigations, evidence gathering and reporting complaints.

How do you manage escalation and expectations? Learn about the role of the Ombudsman and how to comply with the corresponding codes and regulations. Understand your responsibilities to supporting vulnerable customers. Learn techniques for dealing with difficult customers and managing conflict escalation.

You will hear best practice from guest speaker, Stuart Purcell, Chair of the National Complaint Managers Group, and benefit from real life examples, group work, practical exercises and presentations.

Course outcomes

  • The principles of good complaint handling
  • Develop your listening and empathy skills
  • Complaint handling techniques – written complaints, phone calls
  • Understand how to make the most of your complaints and evidence gathering
  • Top tips for managing challenging customers
  • Preventing escalation and handling conflict
  • Role of the Ombudsman
  • Recording and investigating complaints
  • How to recognise and communicate with vulnerable customers
  • Learn how to respond to complaints online and on social media
  • Test your skills and resilience through interactive exercises and practical scenarios.