Develop procedures and practice to respond to concerns and complaints
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Complain about a school or childminder’ on the Gov UK website
- ‘Nannies, Child Minders or Nursery obligations’ from the City Law Firm website.
- ‘Complaints procedure’ by the Department for Education
- ‘Handling complaints’ webpage on the Institute for Customer Service website
- ‘Active listening’ on the Skills You Need website
- ‘What is negotiation?’ on the Skills You Need website
- ‘Responding to complaints about your childcare provision’ by the Pre-School Learning Alliance
- ‘Getting the best from complaints’ by the Department for Education
- Presentation
- Click to launch this lesson’s first presentation on ‘Complaints welcome’.
- Click to launch this lesson’s second presentation ‘Customer complaints’.
- Click to launch this lesson’s third presentation ‘Problems and solutions’.
- Good Practice Example
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Investigate the psychology of complaining. How might knowing the psychology behind complaining help you to deal with complaints more effectively?
- Click to read ‘How to deal with difficult customers’ on the Help Scout website.
- Click to read ‘How to maintain customer loyalty when things go wrong’ on the Zenstores website.
- ‘Building better children’s services: Concerns and complaints about childcare providers’ by Ofsted.
- Look at the document ‘Do One Thing Different’, Ron Coffen, Ph.D., based on work by Bill O’Hanlon (possibility therapy) and Scott D. Miller, Ph.D. (solution-focused therapy). Consider how you could use the ideas discussed in order to coach staff in how to approach situations where concerns and complaints are raised.
- ‘Complaints to Ofsted about schools: guidance for parents and carers’ by Ofsted.
- Think And Challenge
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