Client complaints
Enable participants to organise a reliable system for receiving, analysing, handling and following up complaints, in order to respond responsibly to stakeholders, correct malfunctions and use complaints as a source of improvement for the laboratory.
This workshop teaches how to organise the complaint-handling system, from receipt through to verifying the effectiveness of actions and analysing trends.
- qualifying and prioritising complaints
- traceability and escalation
- securing sensitive situations
- fact-based investigation
- responsible communication
- defining and monitoring actions
- trend analysis
- improving experience and trust
The detailed programme for this workshop has not been published yet.
This programme is announced: its detailed content will be published shortly.
hold or be preparing to hold a management, quality or client relations responsibility; be familiar with the general operation of a laboratory; provide a diploma, a professional certificate or proof of position. Participants may bring, once anonymised, a complaint form, a response sent to a client or an example of a case handled in their organisation.
- laboratory directors and owners
- biologists in charge
- managers and senior staff
- heads of department and unit managers
- quality managers
- reception and client relations managers
- administrative managers, coordinators and process owners
This programme strengthens skills and employability; it is not an automatic promise of recruitment.
