Complaints and Crisis Management

Leatherhead’s Complaints and Crisis Management training course has been designed to help companies build on their established procedures to deal with complaints and crises. Delegates will be taken through some of the signs that point to ‘fraudulent’ and ‘habitual’ complaints, learn how the role of Customer Care links with the in-house Crisis Management Team, as well as have an opportunity to share best practice. This will enable them to confidently join a Crisis Management Team as new members or deputies with a detailed overview of crisis management and their likely role in a crisis. Participants will also have a clear understanding of the difference between real and fraudulent complaints, how to identify them and strategies for resolution.
Day 1 will focus on the customer complaint scenario, telephone complaints and written responses especially the use of positive words. The course will help delegates to ensure that a consumer complaint does not escalate into a crisis and appreciate that a crisis can vary in scale from an inconvenience to product withdrawal or product recall. Sometimes a crisis can threaten public safety and the very existence of your brand or company, and on Day 2 the key elements of good crisis management will be examined. These include traceability, risk and incident assessment, working with the enforcement authorities and retailers and the media perception.
Workshop sessions and simulations will help delegates to improve their methods of handling complaints effectively. They will gain confidence in ‘asking the right questions’ of complainants, conducting internal investigations, and identifying ‘root cause’, as well as implementing corrective actions with technical colleagues and closure techniques.

Presentations include:
The Consumer Complaint Scenario. Identifying a step by step approach to efficient
Medical and Dental Complaints and investigation techniques
Case Studies, examples and Group Discussion
Complaint Risk Assessment, Incident Classification, investigations, root cause analysis and internal corrective actions.
Consumer Complaint Workshops, discussion and Group Feedback
An opportunity to share participant examples and correspondence
Crisis Management and Product Recalls, past, present and future! What is Crisis Management, why do we have it? Consumer and Institutional Response to a Crisis
The Composition of a crisis, definitions, HACCP, The initial assessment of risk, crisis teams, managing uncertainty and ambiguity. Escalation guidelines, risk and threat assessment, crisis teams, roles, responsibilities, consistency, decision making and structure
Product Safety Notices, Product Recall Communication, Communicating with vulnerable Groups and all stakeholders.
Crisis Management Workshop - Incident management, Incident Classification Matrix and Risk Assessment What will the Authorities expect from you Key questions
Plenary Discussion: Media Expectations and working with the media