A complaint is a great opportunity for customer feedback. Good customer service strategies actively welcome, respond to and learn from complaints.
Complainant conduct is unacceptable or unreasonable if it involves actions or behaviours, which because of the nature or frequency, raise substantial health, safety, wellbeing, resource or equity issues for the organisation, its staff, other service users or the complainant themselves.
Unacceptable behaviour, often referred to as "vexatious complainants" can take up a disproportionate amount of an organisation's time and resources.
This workshop provides staff with specific strategies and skills to manage such conduct and situations effectively and confidently.
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.
The workshop will cover:
- An understanding of unacceptable complainant behaviour and its causes
- The impact of unacceptable complainant behaviour
- Strategies to reduce the risk of unacceptable complainant behaviour occurring; and
- Effective responses to manage unacceptable complainant behaviour
Who should attend this workshop?
- Anyone responsible for dealing with complaints or for complaint handling policy and procedures
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.
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Where applicable, GST will be applied