Managing Complaint Handling Systems (1 day program).
Complaint Handling Systems - for Managers
A practical course designed for the managers of complaint handling systems - that happy band of people who, either in recognition of their inter-personal skills, or because they haven't learnt to duck - are responsible for operating internal complaint handling systems at their places of work.
Complaint handling and dispute resolution are essential tools for efficient risk management in respect of Conflict and Litigation Minimisation (CALM). But they can be far more than just another business overhead. Used proactively, with the core idea that "a complaint is a gift", they provide important feedback about the way an organisation provides its goods and/or services to customers and clients.
For those who can read the signs they also provide important management information about the organisation's internal culture and values. This vital information should be used to improve both operations and competitiveness - and it comes free!
Learning Objectives
As with all TSG training, this course is customised to address the individual circumstances and needs of individual participants, and of individual businesses, organisations, professions and industries.
Participants learn how to implement, integrate, promote and support an internal complaint handling system in their workplace.
In addition to gaining familiarity with best practice systems and associated documentation, they learn how to recognise the stage a particular complaint has reached in its lifecycle (ie: how serious it has become) and what to do in response - including when to call for external conflict management, or more formal assistance, and where to find it.
Hierarchy of Skills - Position in Skills Development Program
This is a Level (4) course that builds on the knowledge and skills acquired in earlier courses covering: (1) Complaint Handling (including Problem Solving & Decision Making); (2) Communication / Balance Communication and (3) Negotiation. Ideally, participants will also have undergone Mediation training before doing this course, but it's not mandatory.
Participants should therefore have quite a comprehensive skills toolkit when they come to this course. Its is essentially oriented more towards the administration, management and compliance requirements of complaints handling systems, than it is focused on the actual process of complaints handling.
Course Topics
Overview of Complaint Handling and Conflict Management Concepts.
Compliance Requirements - for industries, professions and/or individual workplaces.
Outline of applicable complaint handling and conflict management systems.
Review of relevant documentation and reporting requirements.
Guidelines - introducing, promoting, managing and monitoring workplace systems.
Panic buttons - recognising when extra help is needed - and how to find it.
