Does your complaints procedure live up to scrutiny against sector and non-sector best practice and external excellence framework comparison?

A robust, well-managed complaints procedure can help you delight customers, save valuable management time, reduce costs and minimise the chances of damaging community exposure.

Most importantly, excellence in complaints management can stimulate demonstrable continuous improvement, which will be recognised when you are externally validated.

Research sponsored by the Institute of Customer Service (ICS) revealed startling issues, with UK consumers indicating organisations are actually regressing when it comes to complaint management.

Further to unprecedented demand in 2007 and 2008, the 2009 complaint management workshop is now available and can be tailored to meet YOUR specific needs. The workshop has been developed to provide a platform for improvement in this critical area of operation in the housing sector. Our trainer is a proven expert in the field and has designed this event to be punchy, participative and practical.

Workshop content:

• Exploring the definition of 'complaint', and the consequences
• Discovering cultural barriers to best practice
• Looking at industry and non-sector practice
• Reviewing BS ISO 10002 - 2004 (complaints management best practice framework)
• Examining your processes and procedures
• Evaluating gaps in performance
• Developing action plans for change.

Who should attend:

• Heads of service
• Directors
• Service development and performance managers
• Housing managers
• Team leaders

If your goal is to strive to be the best that you can be in this crucial area of operational effectiveness, then this has to be a must-attend event for you.

To book, discuss your specific needs or obtain more information about this superb training package, please contact David Ganz, Executive Director of Training and Development Services, on 07921 308823 or email training@hqnetwork.co.uk.