Northampton Borough Council
The objective of this project was to encourage a prevention rather than cure culture around complaint management across the whole Council and try to reduce the amount of escalations and the poor use of resource that this was causing. We designed and developed three programmes aimed at educating every team member who could potentially come in contact with complaints to own and manage them more proactively:
- Nipping complaints in the bud
- Why are you shouting at me?
- Investigating, solving and answering complex customer problems
We also trained the in-house trainer to be able to deliver the programmes independently.
42 Laugherne Road
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