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Complaints Handling for Client-facing Staff

Dealing with complaints is an essential skill for client-facing staff. This 1/2 day morning course provides practical tips and strategies to effectively handle complaints and maintain positive customer relationships.

1/2 day
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About this course

This intensive and highly practical half training day assists attendees in understanding what is required to manage complaints properly.

It will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture and reflecting and learning from complaints through theory, exercises and group discussion.

Course Syllabus

Key Learning Points

  • 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.

Who should attend

All staff members as every person in an organisation should understand how to deal with a complaint.

Rachel Fitzpatrick

Team Lead of Department, Comfort Keepers

Very informative on dealing with complaints under pressure. Excellent overall.

Sara Van Den Bergh

Solicitor, CORU

The course was an excellent overview of the complaints processes and best practice in complaints handling.

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Meet the team – Our Expert Trainers

La Touche Training Expert Trainers

We work with a wide panel of specialist trainers, all chosen based on their experience and knowledge, experience both in practice and as trained trainers. The majority of our trainers are experienced...

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Learn skills and techniques to effectively address and resolve customer complaints.