• Understanding your complaints policy
  • The root causes of complaints
  • How to identify potential complaints
  • The stages of a complaint
  • Handling people’s emotional responses to complaints
  • The importance of listening and managing expectations at the initial stage
  • How to defuse complaints
  • The importance of open culture, and reflecting and learning
  • How serious complaints are investigated
  • Interviewing key staff members - do’s and dont's
  • Questioning skills
  • Findings and recommendations
  • Writing your investigation report and drawing it to a conclusion
"Very informative on dealing with complaints under pressure. Excellent overall." - Rachel Fitzpatrick, Team Lead of Department, Comfort Keepers

"The course was an excellent overview of the complaints processes and best practice in complaints handling." - Sara Van Den Bergh, Solicitior, CORU

Plan Your Training

To discuss your training requirements please contact us by filling in the form below