Dealing With Public Complaints

Intended Audience: All Staff

Methodology for Delivery: Highly interactive and experiential using adult learning techniques. Cases, role plays, group discussions, exercises, dialogue.

Duration: One Day

Learning Objectives:

• At the end of this module, participants will be able to:
• Understand the 3 elements of how others derive meaning
• Differentiate between what the public wants and what they need
• Examine a template for not meeting/meeting/exceeding customer expectations
• Follow a structured process – the 8 steps to effective customer (public) interaction
• Utilize effective communication skills key to dealing with public complaints including Level III listening, showing empathy, paraphrasing and reframing
• Diffuse difficult situation
• Deal with a variety of difficult public behaviours and situations, including knowing when to involve 3rd parties
• Maintain professional decorum and respond appropriately
• Apply skills to their daily activities and challenges in dealing with others

Expected Results:

• Enhanced confidence and competence in recognizing and dealing appropriately with different types of public issues and complaints
• An increased “toolkit” in terms of actions and strategies for responding to and resolving public complaints
• A proven 8 step approach to dealing effectively with customer complaints
• Greater awareness of when to diffuse and when to escalate the issue to higher authorities
• Individual action plans