The complaint handling process
Understand the complaint management process, its regulations, and possible consequences of poor complaint handling.
Acknowledging a complaint
Reflect on the initial actions to be taken when a complaint is brought forward, distinguishing between different types of complaint and how to communicate and document these.
Assessing and responding to complaints
Analyzing the complaint, investigating it, meeting complainants, and reaching a successful resolution for all parties.
Moving from complaints
Determining lessons learned from complaints, creating a change management plan and ongoing monitoring and overview of complaint handling process.