The course covers:

Complaints and criticism prevention:
  • Grounding the relationship – understanding personalities
  • Managing expectations – manifesting credibility, competence and compatibility
  • Instructions and engagement letter – aiming for ‘watertight’
  • Fees and timescales – agreement, understanding and no nasty surprises
  • Client communication – develop a strategy and stick to it
Complaints and criticism recovery: 
  • Owning up to a problem
  • Handling and defusing the angry client
  • How to put things right – conflict handling strategies and/or the perfect apology
  • Your complaints handling systems – timely, efficient and effective
  • Compliance issues – the PCC and the LSA
Martin Richardson

Martin Richardson

Details and courses

Available dates (1)
Wed 18 Mar 2020 - 2:00PM London Members save up to 50% off training£255
Purchase course documentation
Course Notes - Effective Complaints Handling £60

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