This session on handling complaints aims to help people to understand what makes people complain, how they want to be treated, and provides some ideas about how to handle complaints effectively.

In particular, by the end of the session participants will be able to:

  • Describe why people complain, and what they want when they complain
  • Use a 7-step approach to handling complaints to bring about a positive result
  • Suggest practical things that they can do to follow-up complaints and make sure that they don’t escalate