Research demonstrates that reputation is built and lost from the most recent customer experience.
The way you handle a complaint can turn a negative experience into a positive one. If a customer feels strongly enough to make a complaint, the feedback you receive is worth its weight in gold. It is in the moment, it's current and it's real. A complaint is a gift, a golden nugget of opportunity.
This online workshop considers the skills required to respond to service complaints successfully. Service complaints being complaints about the level of service an organisation has provided or has failed to provide. As opposed to neighbour nuisance complaints which are complaints received from tenants about their neighbour's behaviour (please see our separate 'Managing neighbour nuisance complaints' workshop).
The workshop takes a blended learning approach.
- A 3-hour fully interactive online Zoom session: join the Zoom session from any device, laptop, desktop, tablet or mobile phone
- Gain access to an online downloadable self-study materials to reinforce learning
Time zone
Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Use our add to calendar option to check if a time difference applies and to adjust to your location.
This online workshop considers the skills required to respond to complaints successfully, improve customer care, customer satisfaction, and complaint resolution.
What we'll cover
- Receiving, understanding, identifying, recording, and acknowledging complaints
- Excellence in customer service during the complaints process
- Responding to complaints
- Regulatory obligations
- Using complaints as a tool for continuous improvement
Who should attend this workshop?
- Frontline property managers
- Team Leaders
- Managers and those people involved in developing strategies and procedures for dealing with service complaints
Jo is an enthusiastic and motivational facilitator who utilises accelerated learning techniques to deliver lively, interactive and engaging workshops. She holds an Honours degree in Housing Studies from De Montfort University and a Level 4 Certificate in Learning and Development.
Jo has forged a career in social housing over the last 25 years, holding senior management roles for some of the largest landlords in the UK and latterly Australia. She is known for being passionate about customer service excellence, putting the customer at the heart of the service and delivering a commercial business model with a social purpose.
Non-Member
Affiliate Member
All other Members
Where applicable, GST will be applied