Overview
Complaints are an inevitable part of any service. When handled well, they offer a powerful opportunity to strengthen relationships, improve services and demonstrate organisational accountability. This practical, engaging course equips teams with the skills, structures and confidence they need to respond to complaints fairly, professionally and effectively.
Designed for staff at all levels who deal with complaints, this programme provides a clear, easy-to-apply framework for understanding, investigating and resolving issues, while ensuring a positive experience for customers and service users.
Build confidence, consistency and quality in your organisation’s response to complaints.
Learning Outcomes:
- Understand the core principles of good complaint handling
- Approach complaints with clarity, confidence and professional judgement
- Communicate effectively and maintain constructive relationships
- Conduct well-structured investigations that stand up to scrutiny
- Make balanced, evidence-based decisions
- Draft clear and professional responses and decision letters
- Use complaints as a source of organisational learning and improvement
Agenda
9:30
Welcome and Introductions
- Course objectives, logistics, ways of working, and a confidence check-in on handling complaints.
09:50
Why People Complain
- Human psychology and evolutionary biases
- Threat responses and emotional contagion
- Hidden versus explicit needs
10:40
Types of Complainers
- Personality types and their drivers
- Managing stakeholders
11:00
Break
11:15
The LEARN Model for managing complaints
- Active listening techniques
- Showing empathy correctly
- Asking permission for the perception of customer control
- Responding positively
- Ensuring commitment to next steps
12:00
Calming vs Escalating Language
- Positive versus negative language choices
- Directing the conversation and influencing outcomes
12:30
Lunch
13:30
Tone, Non-Verbals & Managing Expectations
- Using the PACeR model
- Communicating online, in remote calls, face to face and by phone
- Managing customer expectations
14:15
Working Across Teams to Manage Complaints
- Using others to support the customer
- Managing disparate teams and departments for efficient complaint management
15.00
Break
15.15
Practice Scenarios
- Applying evidence evaluation to a practical scenario
16.15
Action Planning & Close
Course Instructor
James Rose
Director
James Rose is a seasoned expert in customer experience, leadership, and influence, with over a decade of guiding organisations to improve performance and stakeholder engagement. As the Director of CXPeople Ltd and a founding member of the UK Cialdini Institute, he specialises in ethical persuasion, helping professionals communicate persuasively and confidently without manipulation or undue pressure. His work is rooted in principles like Cialdini’s 7 Principles of Influence, which he applies to real-world challenges to foster authentic, win-win outcomes. James’s approach emphasizes integrity, credibility, and clarity, enabling individuals and organizations to handle resistance, make better decisions, and build strong relationships—whether in legal, public sector, or corporate environments.
Drawing from his training in ethical influence and persuasive communication, James equips professionals with practical techniques to navigate complex conversations, manage objections, and influence stakeholders effectively. His expertise in understanding cognitive biases and applying influence principles ethically empowers clients to make impactful decisions, lead change, and enhance team performance with confidence. By integrating these insights into everyday work, James helps organisations transform their influence strategies into authentic, value-driven interactions that foster trust and long-term success.
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Who should attend?
This course is designed for professionals who may encounter individuals experiencing distress, crisis, or suicidal thoughts as part of their role. It is particularly suitable for:
- Customer service and frontline staff
- Public sector, NHS and local authority employees
- Housing, social care and community support professionals
- Contact centre and helpline staff
- HR, wellbeing and employee support professionals
- Managers and team leaders responsible for staff or customer welfare
- Financial services and utilities professionals supporting vulnerable customers
- Education, charity and voluntary sector workers
- Anyone who may need to respond compassionately and appropriately to conversations involving suicide, self-harm or emotional distress
The course is suitable for both experienced professionals seeking to strengthen their confidence and response skills, and those newer to supporting vulnerable individuals who want practical guidance on handling sensitive conversations safely and empathetically.