How to Defuse Complaints

Part of our Complaints courses.

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  • Do you feel unequipped, anxious and lack confidence when dealing with client 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 us for our interactive half-day session with simulated client scenarios, providing you with the skills to effectively handle and defuse complaints, build your confidence and leave you with tools to use back in practice.

Our Complaint Handling workshop offers a unique, interactive learning experience with the help of experienced actor role players, along with award-winning Communication Specialist, VDS Training Consultant and Vet, Christine Magrath, to recreate real-life, challenging situations. Whether this be a complaint about money, yourself or a colleague, our simulated client scenarios are tailored to your own experiences and concerns, and you will have the opportunity to receive genuine and meaningful feedback from a simulated client as you acquire new skills and become more proficient with those that you currently use.


Key Learning Objectives:

By the end of this course you will be able to:

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

Who is it for?

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

On the day

This half day workshop begins at 9.00am and runs until 1.00pm. Once you have booked you will receive details of how to register to join the live session.

Further information

The workshop awards 4 hours CPD.

This course complements our Online Complaint Handling Course.