This course has now taken place.

Complaints can arise at any time, and it is crucial that public sector workers are prepared to deal with them quickly and effectively to avoid escalations, increase trust and improve service. Being prepared to listen, respond, and learn from complaints, wherever and whenever they arise will help to ensure your organisation maintains a reputation of excellent duty of care.

This Successfully Resolving Verbal Complaints course will not only help you build communication and mediation skills but will also help you create a culture where complaints are seen as opportunities to improve your organisation. Through interactive workshops you will acquire the confidence to handle difficult and emotional conversations over the phone and face-to-face.

About the Chair: Helen Pettifer
Helen Pettifer is truly passionate about customer service, having worked as a Customer Service Manager in the security industry leading many teams providing on-site support and call-centre services.

As a consultant, she brings advice and support to companies on both internal and external customer service, she is very experienced in designing and delivering training courses covering a variety of topics on customer engagement and interaction and is also a public speaker on the subject.