The Complaining Cow Workshops

Helen is an accomplished workshop leader, having run many sessions in her previous role as consultant for play and participation for children and young people and in her current role working with businesses.

Workshops can be tailored to meet business needs but will include: discussions, small and large group work, role play, question and answer sessions and quizzes.

Workshops are usually half a day but a full day is also possible and can be for anything up to 50 people. Helen is happy to travel, the costs for which will be factored into the price.

Helen also runs set programmes:

Working with Consumer Champions

This workshop is for senior staff members from various organisations or heads of departments from one large organisation:

A) Participants will see the benefits of involving consumer champions in their work
B) Participants will understand practical methods for engaging with consumer champions and overcoming some of the barriers to working with consumer champions
C) Participants will feel challenged, entertained and empowered in creative ways to make changes in their consumer-facing working practices.

Complaint handling

Aimed at customer service teams in one organisation or for members of various organisations:

A) Participants will explore ways of dealing with complaints
B) Participants will identify gaps in knowledge needed
C) Participants will share positives and negatives of exiting framework
A report with findings and recommendations will be produced within a week of the workshop for the Head of Customer Service and above

Vulnerable customers

Aimed at director and senior management level decision makers responsible for strategy development:

A) Participants will explore what “vulnerable” means to individuals and organisations and the challenges it raises.

B) Helen will prepare work around some of your organisation’s case studies (real correspondence) and provide activities exploring how they would affect someone who was vulnerable. This entails seeing customers as individuals and understanding the impact that the complaints process can have on their life.

C) Participants will gain an insight into changes that can be made and roll out parts of the workshop into customer service teams.

Improving correspondence with vulnerable customers

Consumer rights and complaining effectively

Aimed at anyone who wants to find out about complaining effectively and feel empowered to always gain redress:

A) Participants will learn about the most commonly used consumer laws.
B) Participants will learn about different complaint processes.
C) Participants will learn how to appropriately convey facts, and what outcomes they want.

Costs will vary according to the number of delegates and the length of the workshops.

Please contact Helen on Helen@thecomplainingcow.co.uk to discuss further.

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