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Course Don't be an Ostrich: Effective Complaints Handling

Overviewnew


Under the new SRA training regime, Area A states that solicitors should recognise when they have made mistakes or are experiencing difficulties and taking appropriate action. Area C specifically focuses on the need to establish and maintain effective and professional relations with clients, including responding appropriately to clients’ concerns and complaints. So don’t be an ostrich and bury your head in the sand- Clients have high expectations and are increasingly willing to complain or criticise if the legal services or level of client care that they receive are below, or are perceived to be below, their expected standards. This course provides practical advice to minimise the chance of complaints occurring and how to handle them if they do.p2

The course will be delivered in an interactive and participatory manner facilitated by our approachable expert, Martin Richardson and will conclude with group work on broad ranging case study on the issues covered. Any specific causes of concern raised by participants will also be covered.p2

The course will cover:

Complaints and criticism prevention:

  • Grounding the relationship – understanding personalities
  • Managing expectations – manifesting credibility, competence and compatibility
  • Instructions and engagement letter – aiming for ‘watertight’
  • Fees and timescales – agreement, understanding and no nasty surprises
  • Client communication – develop a strategy and stick to it
Complaints and criticism recovery:
  • Owning up to a problem
  • Handling and defusing the angry client
  • How to put things right – conflict handling strategies and/or the perfect apology
  • Your complaints handling systems – timely, efficient and effective
  • Compliance issues – the PCC and the LSA

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Details


Type
Course
Level
CPD
3 hours
SRA

Fees


£105.00
Package Price
Click here for details

£240.00
Non Member

(Excluding VAT)

Speakers


Martin RichardsonDetails

Brochure


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Book

Tue 12 Sep 2017 Book
09:30 | London
Martin Richardson

Fri 15 Sep 2017 Book
14:00 | Birmingham
Martin Richardson

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