They Moan We Grow (SW14-11-21-2)

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SubjectCommunication skills
DescriptionComplaints Handling - sometimes it feels as if all people ever do is complain. However, there might be vital information contained within their complaint which will help you improve your services. By effectively managing our reaction to the situation itself we find that complaints become less stressful and more beneficial. A complaint dealt with smoothly and efficiently can create a potential customer/patient for life. This workshop has NO role play, but will give you the skills to handle a range of complaints.
VenueAlverton Manor Hotel, Truro - Cornwall  View details
Date & timeFriday 21 November 2014, 09:30 to 16:30
LecturersCarol Brooking & Kit Maher  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Catering Meal
Core topic Not a core topic
CPD hours6:00
Cost£40.00
Aims

To help give patients who make a complaint a helpful response at the appropriate time

Objectives

By the end of the training delegates will:-
 

Understand how to deal, easily, face to face, with a complaining customer
Be able to stay calm and find the best resolution to a complaint
Know how to feel OK about and learn from complaints
Start to develop an effective protocol for dealing with complaints