Know how to respond to complaints
Table of Contents
Case Study
Mrs Keen arrives at the nursery one morning and you see immediately that she is not very happy. She tells you that her son William fell over yesterday and she was not informed of his fall at the end of the day but saw his grazed knees when she put him in the bath that evening. William told his mother that he fell over the small wall on the edge of the playground.Several mothers have already expressed concern over this wall, fearing that it is a trip hazard.
- How will you respond to this complaint?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your assessor.