Every public sector employee should strive to be an ambassador for customer care, and never more so than when dealing with a complaint from a member of the public.
Complaints can take many forms, from a grumble about refuse collections to an allegation against an individual. It may be contained in a telephone call, letter, email or made in person. This module has been designed to guide you through a general complaints and investigation process, including recording, investigating, and responding to a complaint. We’ll look at the importance of following a complaints procedure and how to escalate issues where necessary.
Learning Outcomes for this module include:
Learners will understand what a complaint is, be able to recognise when someone is making a complaint, the benefits of a complaints procedure and how to manage a complaints investigation.