Effectively managing complaints
November 6 @ 7:00 pm – 8:00 pm
Free online webinar for childcare settings.
Complaints arise when parents or other service users are unhappy with a particular aspect of the setting’s policy, procedures, etc.
Each setting should have a policy in place which ensures that all customer complaints are addressed in a consistent and fair manner.
The effective management of complaints helps to ensure that a potentially difficult situation is given a balanced approach where a reasonable outcome is achieved.
This session will look at complaints primarily from the perspective of Minimum Standards, Standard 16 – “Staff directly involved with the management and investigation of complaints are trained and supervised in the application of the complaints procedure.”
This free webinar is aimed at those who manage childcare settings who may have to deal with potential complaints from parents or other service users. It will explore why people complain; good practice responses to complaints; why a robust policy is important and what key elements it should contain and; how to manage difficult conversations within the complaint process.
Delivered by Ciara McKenna, PlayBoard NI.