Don't Make A Drama Out Of A Complaint

Kingswood Civic Centre, High Street, Kingswood
Event Tutors
HR Workforce Development
Admin Contact
HR Workforce Development (
Target Audience
All Internal Staff / External Care Providers / Manager
target audience
Event Types
Course (daytime)
Course categories
Leadership and Management
Leadership and Management subcategories
Managing Services
Event description
This extremely popular and entertaining workshop looks at complaints as a chance to reflect and improve on the service that we offer our customers. The standard charge for this course is £80 per day. Please refer to our Course Charges on the Home page for information on discounts and exemptions.
Learning outcomes
Be able to identify benefits to complaints - turning negatives into positives Be able to define a complaint - when exactly does a problem become a complaint? Consider what the majority of complaints are about in your work area - is there a pattern? Explore why people complain and why the majority dont! Review your own practices regarding complaint handling. Be able to manage complaints in a way that stops them escalating. Be able to use core interpersonal skills needed to handle particularly difficult cases professionally and diplomatically. Be able to reply to a complaint in writing in accordance with the recommended guidelines and be able to self assess yourself. Be able to manage the really angry ones diplomatically and professionally. Be aware of the hot spots where conflict and complaints are most likely to arise. Explore ways of getting your teams to deal with complaints effectively and efficiently - getting the teams on board the complaint handling culture change.
Start Date
Monday 10 June 2019
End Date
Thursday 14 November 2019
Closing Date
Sunday 9 June 2019
09:30 - 16:30
Maximum Places
Number of Sessions
Certificate expiry
Pass/Fail event