The Gwangju Metropolitan Office of Education is conducting practical training to improve the quality of complaint services in schools and enhance the response capabilities of staff.
On September 11, the office announced that it held the '2026 Second Half Capacity Building Training for Record Management and Complaint Handling Staff' at the Jeonnam Human Resource Development Center.
More than 60 employees responsible for record management and complaint handling from various departments, affiliated organizations, and education support offices participated in the training.
The training focused on sharing practical information that staff need to know in managing records and processing complaints, as well as enhancing their on-site response capabilities from the perspective of the complainants.
Participants reviewed key practical skills necessary for record management, as well as important considerations in handling complaints through the National Complaint Center and processing information disclosure requests.
Training also included communication and conflict resolution skills essential for directly interacting with complainants.
The education office invited Hong Jeong-ye, a customer service expert from the Korea Future Education Center, to teach methods for accurately understanding complainants' needs based on listening and empathy, and how to explain complaint details in an easily understandable manner.
Particularly, the training addressed response techniques for various situations that may arise in the field, including how to handle unique complaints and conflict situations.
The education office plans to continuously enhance the practical capabilities of complaint staff, as the way they explain and respond during phone or in-person interactions can directly impact trust in educational administrative services.
Seo Byeong-su, head of the Operations Support Division, stated, “A brief phone call or a single explanation from a staff member can leave a lasting impression of Gwangju Education on the complainant,” adding, “We will listen to the voices from the field and continue to provide necessary support to guide complainants in a simple and friendly manner.”
This training not only focused on complaint handling but also covered practical aspects of record management, the National Complaint Center, and processing information disclosure requests, ensuring that staff can effectively respond to various situations that may arise during complaint processing.
* This article has been translated by AI.
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