Page 1


Welcoming and Managing Complaints 1 Day Course (up to 12 delegates)



Welcoming and Managing Complaints For up to 12 delegates

Course Suitability


Pre-Course Questionaire

Complaints are a risk and an opportunity. Handle

Knowledge-based content on understanding the

Prior to training delivery we issue a pre-course

them well and you create a loyal customer. Respond

psychology of complaining and the benefits of

questionnaire to ensure that we fully understand

in a negative or defensive manner and you will lose a

welcoming complaints. Challenging skill-building

the issues delegates face and what they would like

customer and damage your reputation. This course is

activities such as quizzes, games, case studies and

to achieve during the course. This also helps to raise

suitable for customer- facing staff, help-line people,

role plays. Will cover phone and on-line interactions

delegates’ engagement in the course.

managers responsible for complaints and complaints

as well as face to face.


Tel. 0845 600 8851



Course Outcomes and Benefits We work in partnership with you to identify the required learning objectives for each course. Typically this includes a scoping meeting with the necessary stakeholders. People who attend this course will: • Understand the benefits of taking a positive approach to complaints • Understand the psychology of complaining and how it affects people’s behaviour • Understand common causes for complaints and respecting the complainant • Understand and be able to follow the key steps in tackling customer complaints • Know how to respond appropriately to a complaint • Understand the different dynamics involved in face to face, telephone and on-line interactions • Develop techniques to gather relevant information • Defuse angry situations • Apply appropriate conflict facilitation strategies – using non-blaming language, the DESC sequence • Apply empathy and assertion appropriately • Manage a range of complaint closures

Tel. 0845 600 8851


Course Outline and On-Going Support CONTENTS OF THE DAY WILL INCLUDE:


• What is a complaint? • How does it feel to be complaining? On the receiving end of a complaint? • Understanding the psychology of complaints – the complaints pyramid • How are on the phone, on-line and face to face different? Top tips for handling phone and on-line interactions • Managing the content, the feelings and the behaviour • Hearing the complaint – reflective listening, appropriate questioning, empathy

ALL PARTICIPANTS WILL GET: • Access to phone support on related course issues from People Resolutions for three months after their training.

• Responding to a straightforward complaint – managing the process, arriving at an appropriate solution • The traffic light approach to conflict assessment – do we have a green, amber or red situation? • Handling a range of complaint situations • When do you need to escalate? Get support? • Skill-building case studies and role plays – managing difficult behaviour – assertiveness, building non-blaming vocabulary • Bringing complaints to a conclusion – closing the content, reviewing the process and learning.

Tel. 0845 600 8851

• Access to People Resolutions on-going developmental materials and activities including best practice documentation and templates, white papers, webinars, our blog and growing on-line resource material.



Why People Resolutions? Highlight Benefits All of our programmes: • Contain immediately usable skills and strategies to alter thinking, raise awareness and change behaviour • Contain unique People Resolutions content • Are customised to your organisation’s policies, processes and cultural context - see later for more information • Come with free telephone support • Can be blended with pre and post-course learning material (including e-learning) to maximise the effectiveness of each programme - see later for more information • Can be delivered anywhere in the UK • Have a dedicated Project Manager to support you • Include course evaluations and recommendations • Can be supported by expert mentoring for specific cases and ongoing - see later for more information • Sit alongside our ‘Resolution Hub’ – An expansive collection of free, downloadable resources, including white papers, blog posts, webinars, skills tips, scripts for effective conflict management, conflict resolution Q&A and much more. • Conclude with a Resolution Readiness Review - an informal workshop (face-to-face or online) with key organisational stakeholders to help plan and implement a constructive, creative and collaborative approach to conflict resolution at work. The review will help you get the most out of conflict resolution, mediation and investigation strategies.

Tel. 0845 600 8851



Why People Resolutions? Experienced Trainers

Expert Mentoring and Ongoing support

Our programmes are run by professional trainers who:

Additionally, People Resolutions experts can provide:

• Have conducted relevant training for many years

• Expert mentoring during individual cases e.g. mediation, investigation, etc.

• Are excellent facilitators as well as technical experts

• Online or face-to-face refreshers, continuing practice sessions or an

• Are members of appropriate professional bodies with relevant qualifications

ongoing support package

• Bring a wealth of practical experience and insight into the training room to bring materials to life and engage delegates

Contact us about the costs for these support services.

• Combine knowledge with practical, organisation-specific application through case studies, role plays, interactive discussion and scenarios.

Customised Learning Material

Blended Learning and E-Learning

We will work with you to design a bespoke learning event, taking into account aspects

People Resolutions will work with you to create the maximum learning

such as organisational culture, issues and behaviours relevant to your organisation’s

opportunity by using a blended learning approach. We already have some

environment, policies and procedures. Our training delivery is backed up with tried

online material which we can weave into courses, and we can create content to

and tested investigation processes, materials and standards. All casework material

be used within your own e-learning framework and provide tailored webinars,

and content is customised to your needs.

video tips, scripts and investigation guides. People Resolutions also has links with specialist e-learning partners to assist us in producing practical knowledge or skills-based e-learning materials.

Tel. 0845 600 8851


Please get in touch for more information and details of pricing

On Going Support All participants on the training will recieve:


In addition to our standard post-course 0845 600 support, we can8851 offer:

If you would like to find information regarding the price of this enhanced support service, please contact us to discuss your options. • Access to phone support on related course issues from People Resolutions for a year after their training.

• Individual mentoring on cases and HR support for


• Access to People Resolutions ongoing developmental

• Continuing practice development sessions

materials and activities including best practice documen-

• Refresher and advanced training @Peopleres

tation and templates; white papers; our blog and growing

• Training for note-takers and adjudicators / decision-

on-line resource material.

makers. • Access to ongoing materials, webinars and networking opportunities

Tel. 0845 600 8851

People Resolutions Course Information- Welcoming and managing complaints  
People Resolutions Course Information- Welcoming and managing complaints  

People Resolutions Course Information on 'Welcoming and managing complaints' 1 Day Course (up to 12 delegates)