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Complaints Handling & Investigation Management

Dealing with complaints can be challenging, but with the right approach, you can turn them into opportunities for improvement. Learn how to effectively manage complaints.

395
Online
9:30am - 4:30pm
1 day
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About this course

Are complaints being handled professionally and appropriately in your organisation? Is poor complaint handling leading to long, drawn out investigations where there was potential to diffuse the complaint at the offset?

This intensive and highly practical 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,
  • Interviewing key staff members: Do’s and Dont’s,
  • Questioning skills,
  • Findings and recommendations,
  • Writing your investigation report and drawing it to a conclusion.

Who should attend:

All managers who may be required to investigate a formal 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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Tools and techniques to handle complaints effectively and improve customer relationships.