Complaints can be stressful to deal with, impact your reputation, be bad for business and even jeopardise your licence – but they can equally be good for business!
If you have customers, you’ll inevitably have to handle complaints at some point. How you handle them, and what you learn from each complaint, are crucial factors in your business’s success and sustainability. And let’s not forget how critical even just one complaint to the DVSA can be in terms of your training licence and overall livelihood.
In this webinar we’ll look at:
- Managing customer complaints – best practice responses, policies and procedures
- Dealing with indirect customer complaints and the impact on your reputation (i.e. customers complaining about you and not to you – online or offline)
- Taking the good from customer complaints -–what can we learn?
- Dealing with complaints about you to the DVSA
We are pleased to promote the Department for Transport’s new driving instructor cycle awareness pilot, Cycle Savvy Driving. The training package has been developed by the Bikeability Trust working with the cycling and driving instructor organisations represented on the Department for Transport (DfT) ADI pilot working group, including ourselves, as well as many individual ADIs.
The driving instructor cycle awareness pilot addresses the current lack of cycle awareness learning resources for ADIs and learner drivers and provides resources ADIs can use for their own professional development and whilst teaching.
This evaluated pilot project seeks to recruit ADIs from between May and September 2021, and ADIs who register for the pilot will be randomly assigned into treatment or control groups, with both groups providing valuable feedback for the pilot project.
The Bikeability Trust’s Head of Development Benjamin Smith will present about the project and answer questions.