Your key takeaways:
We can tailor your training to include regulatory requirements if appropriate. We can also design the course to focus on face to face, phone or written complaints handling, or even all three. Just let us know and we will devise a bespoke programme for you. We can design these to be relevant and engaging for all levels: team leaders, managers and directors.
Our practical approach ensures delegates learn a whole range of skills and techniques to diffuse tricky situations and resolve complaints. Encouraging delegates to view complaints handling in a positive way we gear the training to your culture and complaints handling procedures.
Our Complaints Handling Training Is The Perfect Solution For Managers Who Have To Resolve Complaints from Clients and Customers
Every time a complaint is received the strong emotions of disappointment and anger can spiral out of control. A lack of complaints handling skills can result in your brand and reputation being hit hard.
When a person complains it triggers all different types of emotions which shape our behaviours when responding. These strong emotions can include disappointment, insecurity, anxiety, frustration and even anger.
Poorly trained managers and staff can trigger similar reactions in customers often through a lack of insight into why we all behave as we do. As a result the complainant can become even more tense, angry and even unreasonable.
If you want your managers to be able to deal with difficult situations with customers, then this complaints handling training course is perfect for your organisation.
Our tried and tested methods have delivered fantastic results for organisations in both public and private sector, in regulated and non-regulated businesses.
“Contributed a great deal to our success…personal support invaluable…..” recruiting and training complaints panel members for national complaints service:
“I would like to thank you sincerely for your hard work and support. Your involvement in the recruitment of our volunteers, as well as the content and delivery of the regular training all these years since the launch of the service in 2006 has contributed a great deal to its success. The personal support that you have provided has also been invaluable.”
Hazel Adams, Head Of Service, DCS
“Thank you again for a great meeting with so much food for thought going forward. The content was excellent and I am sure everyone has a lot to think about.”
Cathy Patterson Business Administrator Granta Dental
“Reassured throughout about our choice of external provider……It was a real gamble for us choosing an external provider to deliver training in line with the NHS complaints regulate and NHS Tees’ approach to seeking the patient experience but were assured throughout the development process of Training to Achieve’s knowledge, skills and the quality of the training were commissioning.”
Julie Bailey, Head of Governance, Corporate Affairs Directorate, NHS Tees
The Methods We’ll Use And The Benefits To You
Our delivery methods are uniquely different from other learning providers.
We’ve always been about achievement, not just the learning. Our approach is to deliver intensive, high impact and inspirational events that will make a difference to performance and success.
We choose to combine expert trainer-led sessions with other blended learning tools, including simulations, interactive theatre and practice. Core methods also include paired work, quizzes, questionnaires group discussion and reflective journaling.
We don’t waste your time and money with endless meaningless exercises and unfocussed group discussions but focus on approaches that fast track learning and change. Unlike other learning providers we also include an accountability partner system to help transfer and sustain the learning back at work.
Leading Light Learning ensures methods that:
Cater for different learning styles
Take into account how adults learn
Overcome any barriers to learning
Create a focussed but enjoyable experience
Help the transfer of learning and make training stick back at work
Respect equality and diversity in the workplace
Demonstrate an immediate return on investment
Here’s what to do next
If you are looking for a high impact, practical expert solution to train managers to handle complaints then our programme is the perfect solution for you.
Please enter your details in the contact form at the foot of this page and in return you’ll get a response from one of our Client Solutions Managers who will be able to provide you with a complete proposal for the programme based on your specific requirements.
Alternatively if you’d like to call us you can contact us on 0845 165 6269 and you’ll be immediately assigned a Client Solutions Manager who’ll take care of your project.