Managing Service Complaints in Community Housing

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 session considers the skills required to respond to complaints successfully, improve customer care, customer satisfaction, and complaint resolution.

The course will 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
• Managing difficult and vexatious complainants

Ahi events are scheduled in the time zone in which they are held or hosted and may vary dependent on your location.

Please use the add to calendar option below the time to check if a time difference applies to your location.

The workshop takes a blended learning approach which provides fantastic added value:

1. A 3 hour fully interactive online Zoom session - join the Zoom session from any device, laptop, desktop, tablet or mobile phone
2. Access to online downloadable self-study materials to reinforce learning
3. Option to participate in 1-2-1 coaching session

Zoom join details and passcode are sent to registered attendees the day prior to the workshop.

At the end of this training attendees will have:

• Developed their knowledge about what constitutes neighbour nuisance
• Been provided with tools to risk assess victims 
• Been able to identify when a victim is vulnerable
• Developed skills in recording neighbour nuisance incidents and building a case
• An understanding of how to manage expectations
• An appreciation of what action should be taken and when

The workshop would be suitable for:

• Frontline property managers
• Team Leaders
• Managers and those people involved in developing strategies and procedures for dealing with service complaints