Course Title: Complaint Handling

Course Reference: Complaint Handling

Category: Other - Management Skills

Price: Pricing From 47p per user

Duration: 1 – 2 hours

Format: E-Learning

Level: CPD

Certificate: Certificate of Achievement (Assessed by Provider)

Provider: Careskills Academy

Course Description

Course Aims
This course is to develop your knowledge and understanding of how to handle complaints. You will also explore how complaints can be used to improve services.
The course begins by explaining what a complaint is and what it is not. You will learn how to deal with anonymous complaints.
In stage two, you will learn how to resolve complaints utilising a range of skills including building rapport, active listening and confirming understanding. Stage three will examine difficult behaviours including the attitude and behaviour of the complainant and unreasonable repeated complaints before exploring how to manage them by drawing on your assertiveness skills. The course ends with the identification of an individuals right to complain and what they can do if a complaint to a service provider has not be resolved to their satisfaction
Learning Outcomes
The learning outcomes for this course are:
Define complaint
Know the difference between a complaint, first time service request and an appeal
Know how to respond to anonymous complaints
Know what the individual may want to resolve the complaint
Know how to build rapport
Know how to practice active listening
Know how to confirm understanding
Know what makes behaviour difficult to manage
Know how to manage difficult behaviour
Know a range of assertive techniques
Know where to seek help to respond to a complaint
Know the right an individual has to complain
Know the role of the local authority/Care Commissioner, Regulator and Ombudsman for responding to complaints