How to Defuse Complaints Face to Face

• 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 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 Face to Face Workshop, starting at 10am and finishing at 3pm.
• Research-based content delivered by subject experts.
• Interactive elements, including videos, discussion and personal goal setting
• Refreshments and Lunch
• 5 hours CPD

Want to learn more about complaint handling? Try our online modular Complaints Handling course, designed to help you develop your knowledge, skills and confidence in handling and investigating complaints.