By Susan Taylor 

Duration: 52:31 

Everybody in business receives a complaint from time to time. Many people’s natural reaction to a complaint is to be defensive and sometimes angry. Unfortunately a defensive response is unlikely to resolve a complaint and may make matters worse, with the complaint escalating to FSCL or other external dispute resolution scheme.

Drawing on real case examples, this workshop will teach you how to write:
• A good letter responding to a complaint
• A good letter of apology (where appropriate)
• Tips and techniques to help prevent the complaint escalating to FSCL or external dispute resolution scheme.