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Managing challenging (unacceptable) complainant conduct

Event details

Date: 02.02.2022
Time: 13.30 – 16.30


via Zoom
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Member Unacceptable complaint 2222
$ 250.00
Non member unacceptable complaint 2222
$ 270.00

A complaint is a great opportunity for customer feedback.  Good customer service strategies actively welcome, respond to and learn from complaints.

Complainant conduct is unacceptable or unreasonable if it involves actions or behaviours, which because of the nature or frequency, raise substantial health, safety, wellbeing, resource or equity issues for the organisation, its staff, other service users or the complainant themselves.

Unacceptable behaviour, often referred to as “vexatious complainants” can take up a disproportionate amount of an organisation’s time and resources.

This workshop provides staff with specific strategies and skills to manage such conduct and situations effectively and confidently.

The course will cover:

  • An understanding of unacceptable complainant behaviour and its causes
  • The impact of unacceptable complainant behaviour
  • Strategies to reduce the risk of unacceptable complainant behaviour occurring; and
  • Effective responses to manage unacceptable complainant behaviour

This virtual workshop takes a blended learning approach including:

  • A fully interactive 3 hour live session
  • Post workshop self-paced self-study and downloadable materials to reinforce learning

Who should attend?

Everyone responsible for dealing with complaints or for complaint handling policy and procedures


Jo Leckie Image

Jo is an enthusiastic and motivational facilitator who utilises accelerated learning techniques to deliver lively, interactive, and engaging workshops.  She holds an Honours degree in Housing Studies from De Montfort University along with a Level 4 Certificate in Learning and Development.

Jo has forged a career in social housing for over 30 years, holding senior management roles for some of the largest landlords in the UK and Australia.