27 January 2022
Complaints and communication in COVID
Watch the trailer below for “Complaints and communication in COVID” by Jennie Jones and Staci Baldwin. If you want to watch it in full, click on Buy £8.00 on the video! You can view all of our available webinars here via our Vimeo On Demand Channel.
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Exploring the complaint landscape following the emergence of a pandemic, this webinar will identify the differences in complaints and communication since the onset of Covid-19. Going beyond the simple question of whether complaints have changed in nature, the session will investigate exactly what these differential qualities are, and what can be done about them. Supported by a wealth of industry data, the webinar will take viewers through the latest trends and insights from the Veterinary Client Mediation Service (VCMS). By revealing what the service has been seeing over the course of the pandemic, this session will provide actionable advice that can be followed when managing the kinds of complaints which are a product of “the new normal”.
Supported by real world examples, the session will illustrate ways of adapting communications in a way that helps resolve and de-escalate complaints at a local level. From tips to guidance around the latest in best practice, the webinar is ultimately designed for professionals who regularly deal with complaints to remain agile as we enter a post-Covid-19 world.
In addition to exploring ways that complaint managers can resolve disputes, the webinar will also walk participants through evidence-based mitigation strategies to help them avoid future complaints. With a clearly defined focus on de-escalation, this section of the webinar will look at ways that other professionals have skillfully avoided costly and time-consuming complaint procedures over the course of the pandemic.
By having a thorough understanding of each of these approaches, it will be possible for staff and teams to leave the session equipped with the knowledge and confidence they need to operate effectively in 2022 and beyond. In short, this webinar will provide a data-driven roadmap and techniques for individuals and teams to add to their complaint resolution toolbox.
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