|Rationale||This course is suitable for any member of University staff whose role on occasions may involve the handling and resolution of complaints, both internal and external.|
|Course outline||Commenting on the increased number of student complaints in recent years, the Office for the Independent Adjudicator noted that "students are seeing themselves more as consumers". At a time when value for money and excellence of service is becoming increasingly critical, a perceived failure to provide these may lead to complaints. It is not however just our students who may complain or may prove to be difficult or challenging customers. Others to who we may provide a service - academics, other staff, parents or sponsors and other members of the public - may also on occasions feel that their expectations have not been met.
This programme, which forms part of the Customer Service suite, provides an opportunity to review one's approach in such situations. It will consider why complaints occur and what is likely to be behind them. Looking at a number of situations which may occur within the University, it will consider the approaches which may be taken and the skills which may be used to handle complaints with confidence and effectively provide a long-term solution.
|Objectives||By the end of the programme, delegates will be able to:
|Training provider||Learning and Development|
|Normal duration||3.50 hours|