The two-hour Complaints-Handling Training eLearning programme gives Scottish public-sector staff an opportunity to think about complaints and how they handle them. It also shows how complaints are used to improve services.



Speaking about the new programme, Kerry Barker, Training Coordinator at SPSO said, "SPSO had developed a standardised model complaints-handling procedure (CHP) for local authorities and public-sector organisations in Scotland. However, we needed a cost-effective way to train potentially every public-service employee in Scotland how to use the new guidelines and ultimately result in fewer complaints being escalated."



"We worked in partnership with Aurion Learning to develop eight modules of learning content that take learners through the journey of properly identifying complaints, to recognising what customers want when they complain, through to finding the right solution. The course includes real-life scenarios so learners are able to practice new knowledge and skills in a safe environment."



Dr. Maureen Murphy, Managing Director of Aurion Learning said, "Complaints-Handling Training is designed to work both as a series of interactive eLearning modules and as PowerPoint presentations. Public-sector staff in remote areas with limited internet access and those with limited computer literacy skills can access the training by downloading presentations and printing them for use in a classroom setting or for further reference throughout the year."



"SPSO wanted to be able to host the eLearning course themselves and to track and report on course completion, so we also worked with them to develop a Moodle learning portal. They will be able to use this to deliver more eLearning courses in the future."