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Handling customer feedback toolkit
Your image is important
First impressions....
Communicate effectively
Summarise key points
Always explain your actions
Use your time well
Do the job carefully... first time
Know what you can... and can't do
Know your job
Repeat names and addresses to make sure that you have written them down correctly
Managing phone rage
The six steps
Key learning points

Investigating complaints toolkit
Assessment
Investigation
Weighing the evidence
Resolving mistakes
Putting things right

Privacy policy

Written responses toolkit
What is plain language
Be human
Be personal
Concentrate on the positive
Think about...
Make your responses clear
Choose your words carefully
Review what you have written
Follow a style