BM0431 Managing Complaints: Master Class

This master class is designed for those having to manage complaints and deal directly with the complainant. Interactive trigger films bring out the views of the complainants which enable an interactive review of the key skills of local resolution. National trends in relation policy and the ombudsman’s recommendations are integrated into a dynamic master class that also examines the requirements of writing responses and managing meetings with complainants. This master class provides an overview of contemporary requirements and emphasizes a customer centric approach. Culpability models and reviewing trends are reviewed alongside legal and professional accountability & responsibilities. Local policy and trends are integrated to bring to life a realistic approach to managing and preventing complaints.

All participants receive a resource pack to guide future management and leadership.

Dates:	18th April 2012
	14th November 2012
Time:	12:30 - 17:00