Bubbling under

Complaints handling can sometimes be seen as a ‘mystic art’. Fortunately, for you and for me, this is a myth. Handling and resolving complaints well is actually fairly simple, because in essence it is a process. Having a process alone though isn’t enough. Successful resolution often comes from learning and applying some great skills.

I’ve been helping people communicate more successfully at work since 1990 and my training, coaching and management consultancy specialises in complaint handling as one of our key areas of expertise. Complaints are definitely on the increase, aren’t they?I’m sure you can imagine how many practices and organisations I’ve supported with complaints handling training over the years. Fortunately, I have developed five essential strategies to ensure your complaints handling is successful. Applying the strategies should avoid complaints situations boiling over in your practice.