Master Class in Complaints Management 16th – 17th November 2015


  • Dates: 16th and 17th of November
  • Venue: Radisson Blu Edwardian, 97 Great Russell Street, London, WC1B 3BL
  • Time: Registration at 9:15 am

Master Class in Complaints Management is for organisations who want to make tangible improvements to the complaints experience for their customers, staff and other stakeholders.  This course is for those responsible for complaints, strategically and operational.  It provides a blend of professional development along with theories, contemporary research and strategies for improving complaints handling.   It is an extremely practical programme and will help to deliver immediate and sustainable improvements.


  • Influencing change in your organisation
  • Developing a compelling vision.
  • What do people want from the complaints process?
  • The psychology of complaints
  • Learning from other industries
  • Different models of resolution
  • Shifting from responding to resolving complaints
  • Drafting responses that are resolution focused and evidence based
  • Social Media and Complaints – a match made in heaven?
  • Increasing the learning from complaints

To book your place click here or call us on +44 (0)845 519 3839