How to Defuse Complaints

• Do you feel unequipped, anxious and lack confidence when dealing with client complaints?
• Do you worry that unresolved issues with clients could escalate into formal complaints?
• Do you worry that no matter how much you help, it’s often not good enough?

No-one relishes the idea of dealing with complaints but addressing client concerns and learning the necessary communication skills can often prevent a niggle from becoming a complaint in the first place.

Join our half-day course How to Defuse Complaints to gain the skills to effectively handle complaints, boost your confidence, and leave with practical tools for real-world application. Whether it's a complaint about money, yourself or a colleague, acquire and refine your skills with this interactive and research-based course.

Is this course for me?

This course is suitable for any practice team member who may have to deal with client complaints, face-to-face or over the telephone.

What will I learn?

By the end of the course, you will have gained confidence and practical tools to:

• Discover the root causes of complaints
• Find out what complainants want
• Remain calm in the presence of a complainant
• Understand key communications skills for defusing anger
• Apologise without admitting liability

What can I expect?

• A half-day online programme, starting at 9am and finishing at 1pm.
• Research-based content delivered by subject experts.
• Interactive elements, including videos, discussion and personal goal setting
• 4 hours CPD