Develop procedures and practice to respond to concerns and complaints
Investigate the psychology of complaining. How might knowing the psychology behind complaining help you to deal with complaints more effectively?
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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