Stopping complaints in their tracks

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About the course

Although the practice may have a complaints procedure, it is much better to nip niggles and minor complaints in the bud and prevent them from entering the complaints system.
How do you empathise with clients? Clients often say they wouldn’t have taken matters as far as they did, had only somebody said “sorry”. How do you apologise without coming across as admitting liability?

The day will be spent working in small groups in a fun and safe environment. Christine and Geoff will be accompanied by professional simulated clients who will bring a sense of reality to the day and will provide you with direct feedback, to help you develop the skills needed to stop complaints in their tracks.

Please note there is a maximum of 20 places available on this course. 

The five key things delegates will learn from this course are: 

  • Understand what lies behind a client’s complaint  
  • How to deal with niggles
  • How to apologise without admitting liability
  • Find out what a client really wants in terms of recompense 
  • How to implement an effective complaints procedure

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