How to Defuse Complaints

• Do you feel unequipped, anxious and lack confidence when dealing with client complaints?
• Do you worry that unresolved issues with clients could escalate into formal complaints?
• Do you worry that no matter how much you help, it’s often not good enough?

No-one relishes the idea of dealing with complaints but addressing client concerns and learning the necessary communication skills can often prevent a niggle from becoming a complaint in the first place.

Join our full day course How to Defuse Complaints for a unique interactive learning experience featuring simulated client scenarios. Gain the skills to effectively handle complaints, boost your confidence, and leave with practical tools for real-world application. Our experienced actor role-players will help you recreate challenging situations, whether it's a complaint about money, yourself or a colleague. Receive valuable feedback from simulated clients as you acquire and refine essential skills.

Is this course for me?

This course is suitable for any practice team member who may find themselves having to deal with client complaints, either face-to-face or over the telephone.

What will I learn?

By the end of the course, you will be able to:

• Discover the root causes of complaints
• Find out what complainants want
• Remain calm in the presence of a complainant
• Understand and practise key communications skills for defusing anger
• Apologise without admitting liability.

What can I expect?

• A comprehensive online programme, starting at 9.30am and finishing at 4pm.
• Interactive lectures and workshops during the morning
• Facilitator led simulated client sessions in small groups of up to four in the afternoon to explore and practise new techniques in developing communication stills and handling different types of complaints
• A safe, controlled and supportive environment with our excellent veterinary actors, carefully managed by an experienced facilitator
• 5.5 hours CPD

Want to learn more about complaint handling? Try our online modular Complaints Handling course, designed to help you develop your knowledge, skills and confidence in handling and investigating complaints.