Handling Complaints and Concerns

Dealing with complaints and concerns are part and parcel of a manager’s role; however the way in which you deal with those issues says a lot to your clients. Do you and your staff have the confidence you need to deal with complaints and concerns, and do you know what you can and cannot do to help? This half day course gives you the opportunity to reflect on your practice and what you can do to handle these situations positively.

By the end of the course, you will:

  • Recognise the skills and qualities needed to handle a complaint
  • Appreciate how to engage with customers and build positive rapport
  • Maintain control of the conversation while showing empathy
  • Establish the customers’ needs through positive questioning and listening
  • Use emotional intelligence to defuse customers’ emotional responses
  • Follow the steps required to resolve workplace customer complaints

Course Contact

Cathy McGarvey

Hear from our students

Vector (7)
Patricia Wilson
After changing career I was anxious about starting a new course, but People 1st made me feel confident and comfortable. They have encouraged me and provided constant support when I have needed it through my Level 2 and my Level 3 qualifications. They provide the best training and I don’t think I would have been able to complete my qualifications, if it wasn’t for the support they offered me. I will hopefully go on to do more qualifications with People 1st in the future.
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Leoní Reilly
I’ve just completed my Level 5 Management course with People 1st. I can’t thank them enough for all the help and support I received, from not only my tutor Amanda, but the organisation as a whole. My classes were always well structured and I felt I could ask for help and guidance whenever I needed it. People 1st have helped me take that next step in my career and I will always be eternally grateful.
Vector (7)
Michelle Allison
Thank you to People 1st and to Caroline Bell for an excellent and informative Assessors Course. From day one, I felt Caroline was there to support me in every way. At times when life got in the way, there was always a check in and she was there to assist with ongoing assignments. The visits and personal discussions were done with a warm welcome and I was at ease completing these which ultimately lead me to successfully completing the course. I am delighted to now be a qualified assessor, thanks to the support of People 1st. I cannot l wait to help and support many other students on their journeys with their own careers.