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 the 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.
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