Complaints Management / Investigation Skills - Training Course
About This Course
This course covers vital theory and practical techniques for all aspects
of complaints management and investigating skills.
Who Should Attend?
Anybody who may be involved in handling complaints and / or in the
investigation of these.
Course Objectives
To promote the importance of effective complaints handling and to enable a
win-win strategy in the process. The course will also equip students with
the skills needed to undertake investigations into complaints.
Course Overview
Welcome and introduction, followed by:
Examining desirable outcomes |
The philosophy of the win-win situation |
|
Examining best practice |
Becoming a detective |
|
Sensitive information gathering |
Prompting forgotten memory |
|
Reaching resolution |
|
Practical scenarios to recap key points
Assessment – written and practical
Additional Information
We also offer a Complaints Management Policy writing service for
organisations.
Course Details
| Duration
|
1 day |
| Certificate
|
Certificate of completion
provided |
| Course Title |
Complaints Management /
Investigation Skills |
| Course Ref
|
HR011CMIS |
Supporting Information
Download PDF brochure for this course
Print course details
 In
order to download the course schedule in PDF
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can download the latest version for free by
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