Complaints Handling Training - Level 1

This complaints handling e-learning course covers the following:

An introduction to the key principles of complaints handling
Why it is important to handle complaints effectively
Defining a complaint
Understanding why people complain
Identifying a complaint as a gift
Why it is important to understand customer needs when they complain
Steps for handling customer complaints
Understanding customer characteristics
How to handle patient/service user complaints
Key steps to handling complaints successfully
Why it is important to understand what your customers/service users really think
Strategies for service recovery (following a complaint)
Some important statistics relating to healthcare and social care complaints
How to handle difficult customers
How to handle patient/service user feedback
What happens if the complainant is unhappy?
How to make a complaint (NHS services)
How to complain about adult social care services