The Good, the Bad and the Ugly – the impact of complaints on your fundraising practice
5 Nov, 11:45 - 12:45
Speaker(s): Kate Higgins
Track: Community/ Events/ Volunteering/ Other
Synopsis:
There are good ways to handle complaints – and then there are the bad ways too often deployed by organisations and businesses. And these can result in some pretty ugly situations. The way you handle contacts and complaints from supporters impacts on the relationship you have with them and more generally on the quality of your fundraising practice. This session will consider the dos and donts of complaints handling. In an interactive session – with roleplay! - we will explore why it is important to handle complaints well and how to build recording and handling of complaints into your everyday fundraising activity.
There are good ways to handle complaints – and then there are the bad ways too often deployed by organisations and businesses. And these can result in some pretty ugly situations. The way you handle contacts and complaints from supporters impacts on the relationship you have with them and more generally on the quality of your fundraising practice. This session will consider the dos and donts of complaints handling. In an interactive session – with roleplay! - we will explore why it is important to handle complaints well and how to build recording and handling of complaints into your everyday fundraising activity.