Handling and Resolving Complaints

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:

  • Identify how a complaint or other problematic situation may arise in the context of the service which they provide
  • Understand the need to take ownership of such a situation in order to provide a successful resolution
  • Apply appropriate skills and approaches (for example, influencing, defining the issue and providing alternatives) to successfully handle and resolve a complaint
  • Review through the use of a number of case studies how to effectively apply a long-term solution to a complaint which requires resolution
Training provider Learning and Development
Normal duration 3.50 hours

Where and when

Thursday 9 October 2014

  • 9:15 - 12:45
  • Meeting Room, Heslington Hall (H/ G17)


  • Lindsay Coomer, Learning and Development


We have 11 places left for this event