Question Detail Complaints workshop The question was posted by Victoria Sanderson on 05/03/2010 11:04:01   I have been asked to deliver a half day session on complaint handling and am looking for an exercise to illustrate the importance changing people's attitude to complaints from defensive to positive and welcoming. The process side is easy it’s the culture shift I need some help with please? All ideas/exercises gratefully received. Thanks Vicki.    Victoria Sanderson has requested the following response type(s): General advice and information: Recommendations of other people's products and service. (Those responding will not be able to promote their own services): Information from Trainers' Library members about their products and services that will help me: responses date author Hi Vicki, I have some material that I've used that will help. ian.gregory@davidlloyd.co.uk 10/03/2010 Ian Gregory Hi Vicki, I have a 90 min session on complaint handling that I put together this year, that I will happily email for you if you would like it. Drop me a line on josh.light@charltonhouse.co.uk. Speak soon Josh. 08/03/2010 Josh Light Hi Vicki - the ANSWER exercise from Trainers Library is really good - I have used it lots and lots of times and it always gets great feedback. Sue - Your Impact 08/03/2010 Sue Gilkes