Complaints Handling

By nguadmin, Tuesday, 25th October 2022 | 0 comments




Complaints Handling


• Why People Complain • Managing Different Behaviours & Emotions • Improving your Process


25th November 2022







There are a number of different types of complaints and complainants. Regardless of the setting, there is a process and procedure that can be learned to ensure all complaints are not only handled effectively but can also be used to improve the organisation.


This one-day course will help you to understand what drives someone to complain, and practical steps for managing complaints. We will show you how to gather all the facts, establishing what is a genuine complaint, the importance of following up, and how to stay calm during the process. The course will also show you how to use complaints to improve your business, and to identify potential areas of improvement before receiving a complaint.




Why People Complain

What drives someone to complain
Common reasons for complaints
The impact of not dealing with complaints effectively

Complaint Handling Skills

Managing different behaviours
Practical steps for correctly handling a complaint
Being aware of tone and body language

Getting to the Root Cause

Using questioning techniques to gather all the facts
What defines a genuine complaint?
Using the fact-find to calm the customer
Recovery management and the importance of following up

Being Pro-active

Identifying what the causes of complaints are in your business
How to spot and fix areas before complaint stage
How to use complaints to improve your business
Gathering feedback – Asking the right questions

Complaints and the Law

Grievances, complaints and knowing the difference
The Rights of Complainants
The Rights of Staff members and other persons subject to a complaint 
Best practice in investigations and fair procedures
When might a complaint be a protected disclosure?
Considering relevant case law - when could a complaint lead to legal liability 
Updating organisational policies and learning from complaints 
How to say sorry without assuming liability




Sonya Meekel – MBA, MSc M.A, BSc Eng, P.G Dip.Proj Man, P.G Dip Ed, C.Eng, M.I.E.I., Lecturer TU Dublin

Sonya has extensive management experience having worked as a Consultant Engineer and as Project Manager for several years. Having worked for companies such as ABM Europe, White Young Green and Balzar Engineering, Sonya was responsible for the management and coordination of numerous teams and developed the practice of understanding, developing and deploying people and their skills. Sonya now lecturers in DIT, where she specialises in People and Project Management. She is also currently active in the areas of management and training for international projects.


Sharon Dillon-Lyons

Sharon Dillon-Lyons is a practicing barrister with a civil law practice focusing on employment law, administrative law, and regulatory law. She has experience of best practice tools to monitor implementation of policies, procedures, and compliance with legal and contractual obligations. Sharon has lectured in DIT and presents on many CMG Training courses. A graduate of NUI, Galway, and King’s Inns, she was called to the Irish Bar in 2010.




This course will be of real benefit to any organisation public or private who deal with complaints or would like to improve their complaint handling procedures




On completion of this one-day training course, you will receive your Certificate of Attendance. Please note certificates are issued at the close of the training course to participants on completion of the course.

Please check directly with your association or awarding body to see how many points they will award.



Date: 25th November 2022
Times: 9.30am to 3.30pm

Where: Online course streamed live from CMG Studios  




An ‘Early Bird’ discounted rate of €465 is currently available. This training course normal rate is €565. Places are limited and are allocated on a first come first served basis. PLEASE NOTE THE EARLY BIRD RATE CLOSES 3 WEEKS PRIOR TO COURSE DATE.

The course cost includes all course documentation and Certificate of Attendance.


BOOK YOUR PLACE                                  


ONLINE – Please Click Here to book your place via our website

EMAIL - Please e Click Here to book your seat via e-mail

PHONE – Contact the CMG Training Team 01-2933650 to secure your place