'They Moan - We Grow' Complaints Handling (SW12-11-14-1)

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SubjectCommunication skills
DescriptionSometimes it feels as if all people 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.
VenueLyngford House, Taunton - Somerset  View details
Date & timeWednesday 14 November 2012, 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
  • Understand how to deal, easily, face to face, with a complaining customer.
  • Be able to stay calm and find the best resolutionto a complaint
  • Know how to feel OK about, and learn from complaints
  • Start to develop an effective protocol for dealing with com[laints