Managing Complaints
- Increased understanding and the confidence to handle complaints competently;
- A more resolution focused approach providing better outcomes for all involved;
- A greater appreciation of what different stakeholders want from the process;
- A better appreciation of how the learning from complaints can provide have a positive impact on the organisation.
A Really Flexible Solution
Complaints Made Easy™ is a flexible solution. This includes:- A session can range from 2 hours or a whole day
- Anyone can participate, from senior leaders to frontline colleagues
- We customise content for your organisation. This means the questions will be relevant and have more impact.
- AKD can facilitate or you can purchase and have your in-house facilitators deliver
How It Works
Teams navigate the board responding to questions that stimulate ideas and skills to improve how complaints
are handled.
This includes understanding what customers want from a complaint, understanding the balance between emotions and facts, developing more robust ways of collecting evidence, and drafting more resolution focused responses. It supports a better process, better experiences for complainants and other stakeholders.
When things go wrong, how do we behave?
The customer experience is often defined when things go wrong and how you respond as an organisation. So
complaints handling can enhance or damage your brand. We encourage you to commit to the development of
your colleagues. Complaints Made Easy is a great investment.
Options
We have options for social care and healthcare. We can also customize Complaints Made Easy for your organisation, industry or regulatory framework. We have a team of experienced who can deliver workshops for you. Alternatively, you can choose to facilitate in-house and we support this with a train the trainers programme.
Phone: +44 (0)345 034 1105
Email: contact@akdsolutions.com
Address: Unit 4, Daisy Business Park, 19-35 Sylvan Grove, London SE15 1PD
