Laser Lessons - Lesson

Develop procedures and practice to respond to concerns and complaints

‘Disappointed customers - Problem solving’ produced by Canity. Dealing with disappointed customers is NOT a theoretical science - learn how to mix and match the right chemicals to find a practical solution! Click on the right arrow to watch a second video.

Table of Contents

Presentation

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