COVID-19 update

Our office is currently not open to visitors. We are responding to emails; however, our response times will be affected.  We are operating a limited telephone service for complaints related enquiries. Our Scottish Welfare Fund review service is still available by telephone as normal.  Please read our information for customers and organisations

Local Authority/General Council: Stage 1, Frontline Resolution Course

Select the individual module from the list on the right. When you get to the last page of a module select the next module from the list. NOTE: Modules won’t close so ignore the on screen instruction to close the module.

Module 1:  Understanding the Model Complaints Handling Procedure

This module covers all the basics you need to know about the Model CHP.

Module 2:  What is a “complaint”?

Sometimes people are frustrated by what’s happening and want to vent or maybe they just want you to sort things for them. This module will help you to recognise when a grumble or a service request should be recorded and dealt with as a complaint.

Module 3:  What customers want when they complain

People complain for lots of different reasons. This module will help you to understand some of what motivates complainants and think about ways to help them achieve what they want.

Module 4:  Getting it right from the start

Dealing with problems with empathy as soon as you become aware of them and making sure the customer is kept in the loop will avoid complaints escalating and maximise the chances of customer satisfaction.

Module 5:  Active listening

Good listening isn’t about sitting silently and passively. The best listeners know how and when to ask questions and leave the speaker knowing they have been listened to.

Module 6:  Finding the right solution and learning from complaints

Often it is very clear what the problem is and what needs to be done to fix it. Otherwise one of the most useful questions you can ask is ‘what can we do that will sort this problem for you?’. Sometimes though customers may not know what might fix it or you can’t achieve the exact thing they want. This module will help you think about the options and most common fixes. 

Module 7:  Learning from complaints

Once you have fixed the problem for your customer it is also important to think about how to prevent it happening again as best you can.

Module 8:  Managing difficult behaviour

Complaints only happen because people are unhappy that something has happened or not happened. This causes some people to be angry, upset or behave in ways that are intended to upset you. Given the chance to express their anger or distress most people manage their unhappiness for themselves. Some behaviour is unacceptable however and you need to know how to manage this appropriately. 

Updated: February 10, 2020