• External expectations of complaint handling
• Model of dispute resolution – your impact
• Understanding the key principles of good complaint handling
• Getting your communication right
• The importance of record keeping
• The art of questioning:
  • The Funnel Technique
  • Taking control

Self-Evaluation: Assessing your current complaint handling procedure.

• Defining the complaint
• Identifying the key issues to investigation
• Requesting and locating and evaluating evidence
• Knowing your bias

Case study: Participants will review and discuss case studies on complaints. Identify complaint and the key issues.

• Setting out your decision – drafting the response
• Drafting decision letters
• Dealing with new and ongoing issues
• Dealing with unacceptable customer behaviour:
  • Separating the behaviour from the issue
  • Techniques to help defuse emotions and de-escalation
  • Managing difficult behaviour

Case study continued: Participants put together an investigation plan based on the issues identified.

• Types of remedies
• When and how to offer redress
• Effective apologies – how to write an apology letter
• Dealing with an escalation request
• Learning from complaints
• Following-up: ensuring resolution

Participants will review example situations and discuss the appropriate remedies.

• Reviewing your complaint handling policies and escalation procedures
• Addressing recurring issues and minimising escalations
• Knowing when and how to escalate complaints to stage 2
• Embedding learnings for service improvements
• The impact of being complained about