Managing Complaints

Receiving a complaint isn’t a desired aspect within business, yet they present you with an opportunity to identify and resolve specific problems that have been highlighted. Complaints are often a delicate matter as they have the ability to negatively impact the business; however your relationship with the person making the complaint can be developed; allowing you to demonstrate your commitment and seriousness in dealing with the complaint. This qualification focuses upon change within business looking at effective methods to implement and sustain those changes in accordance with business objectives.

Course Content

• Explain the importance of effective leadership when implementing change
• Explain the role of internal and external stakeholders in the management of change
• Evaluate the suitability of change management models for different contexts
• Explain how to assess the business risks associated with change
• Assess the need for contingency planning when implementing change
• Assess the need for crisis management when implementing change
• Explain the different types of barriers to change and how to deal with these
• Explain how to evaluate change management projects 
• Explain the need for change
• Explain the potential consequences of not implementing change
• Explain the roles and responsibilities of a change management project team
• Develop a plan that includes specific, measurable, achievable, realistic and time-bound (SMART) objectives and resources
• Brief team members on their roles and responsibilities and the objectives of the change
• Gain acceptance to the need for change from team members and other stakeholders
• Explain organisational escalation processes for reporting problems
• Analyse the advantages and disadvantages of monitoring techniques
• Implement the plan within the agreed timescale
• Provide support to team members and other stakeholders according to identified needs
• Monitor the progress of the implementation against the plan
• Manage problems in accordance with contingency plans
• Assess the suitability of techniques used to analyse the effectiveness of change
• Collate valid feedback and information from stakeholders
• Analyse feedback and information against agreed criteria
• Identify areas for future improvement
• Communicate the lessons learned with those who may benefit

Employees Benefits

• Manage problems in accordance with contingency plans
• Communicate the lessons learned with those who may benefit
• Implement the plan within the agreed timescale
• Gain acceptance to the need for change from team members and other stakeholders

Employers Benefits

• Monitor the progress of the implementation against the plan
• Identify areas for future improvement
• Assess the need for contingency planning when implementing change
• Assess the need for crisis management when implementing change