Join us for an insightful training to explore the world of complaints where we’ll look at the issues around how you can deal with complaints, improving communication to avoid them and the cross over between service issues versus complaints.

We aim to look at tools to give you a better understanding of how to improve dispute resolution and the importance of following a good, well thought out policy.

Key Topics:

• Responding to service requests as oppose to dealing with complaints - Discuss how you can respond to ASB reports to avoid these latterly turning into complaints
• Improving your communication practices – with customer engagement at the fore, we’ll look at how you can utilise and best communicate with your customers to avoid issues becoming complaints
• Explore the tools available to improve dispute resolution - Explore best practices to minimise complaints and deal with ones that do escalate

This session is ideal for anyone with a role in Complaints or Customer Engagement (housing associations and local authorities).

Delivered in association with MSB Solicitors