This one day course will provide an insight into the process and skills required to ensure that complaints are investigated in an open, fair and transparent manner.
It is designed to complement the CIH Complaints Charter and to meet the standards set out by the Housing Ombudsman.
Aims and objectives:
By the end of the course participants will be able to:
- Understand why customers complain?
- Understand how to manage complaints and what is effective communication
- How to build trust with the customer when handling complaint
- Apply this understanding to real-life case-studies
Who should attend?
Any member of staff who handles complaints at any stage.