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QMU Consumer Insight Centre launches accredited complaints handling qualification for public servi
A new qualification for public service staff designed to boost complaint handling skills has been launched by the Consumer Insight Centre at Queen Margaret University.
The Award is an accredited qualification which is set at first year University undergraduate level. The course is running in Manchester in June, in London in September and in Edinburgh in October 2014.
Queen Margaret University is at the forefront in complaint handling research and training in the UK and delivers Ombudsman Association approved courses to the ombudsman sector. The Consumer Insight Centre is also recognised internationally for its work in partnership with the International Ombudsman Institute, running courses in Vienna and Bangkok . Course materials are now being translated into Spanish in response to demand from Latin American countries.
Director of the Consumer Insight Centre at QMU Carol Brennan said; “The new Public Services Complaint Management Award was devised to meet demand in the wake of recent, well documented, concerns about complaint handling in some UK public services. We are taking the course around the country and look forward to welcoming complaint handlers and managers working across the public sector.”
The public services complaint management course material draws on QMU’s latest research which points to evidence that complaints are not only useful for learning but can also act as drivers for innovation within service organisations. The training sessions focus on topics such as active listening, persuasion skills and evaluating evidence. The course can either be taken as a full three day course or as stand-alone one day modules.
Carol Brennan continued: “We have shown that when organisations value and act on complaints, transformational change can occur. QMU has developed a useful framework setting out various elements which can create the right climate for innovation to arise from complaints. And with the latest research at our fingertips we can demonstrate how best practice in complaint handling can be applied across most organisations, not just those in the public sector, for positive effect.”
To find out more about Consumer Insight Centre courses from QMU visit http://www.qmu.ac.uk/