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SOCAPiE Business School

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The SOCAPiE Business School brings together the courses and programmes of selected Partners. It allows SOCAPiE to offer customer service courses and programmes that have been developed by expert specialists.

Each course or programme has been approved by SOCAPiE following a rigorous assessment of the content. It provides a range of training opportunities from entry level to more advanced.

There are two levels of approval that SOCAPiE awards:

Approved: if the training meets our standards, it will be Approved by SOCAPiE.

Accredited: if the training is judged to be of a sufficient standard and is subjected to our Quality Assurance process, it will be Accredited by SOCAPiE. In addition, successful candidates may use the designatory letters MSoCAP.

The APPROVED programmes within the SOCAPiE Business School are:

Developing an Effective Complaints Management Process: This one-day workshop explores how to effectively manage complaints and customer feedback.

Complaints Handling Workshop: This one-day workshop is for frontline teams who want to be more effective in dealing with customer complaints. 

Investigation and Questioning Skills: This one-day workshop will enhance your capabilities to handle and investigate complaints professionally and effectively.

Investigating Complaints Professionally and Fairly; This one-day workshop develops complaints investigation skills by exploring why a positive ethos towards complaints, and customers who complain, is important together with the logical steps when investigating a complaint.

Managing Unreasonable Conduct: This one-day workshop follows a systematic and consistent approach to managing interactions with complainants. You will to learn about best practice approaches and strategies to assist in your dealings with complainants who behave unreasonably.

Addressing Customer Vulnerabilities in Complaints Management: The Equality Act 2010 identified nine protected characteristics which are protected in law and are important for us to consider in service design and delivery.  This one-day workshop helps identify and address customer vulnerabilities when managing complaints and enquiries.

Writing Replies to Complaints: This one-day workshop is designed for anyone who wants to enhance their skills in responding to emails and letters of complaint.  


These one-day courses cost £325 per delegate. 

Delivery Methods

Open Courses: Held throughout the year according to demand from individual delegates

In-House:   Held at an agreed time on your premises at discounted rates

How to book    

For either delivery method, please email for more information.

The ACCREDITED programmes within the SOCAPiE Business School are:

The Master Practitioner Programme: This most senior of customer experience programmes generates excellent outcomes in performance, service levels and results. The full programme takes 12 days over 12 weeks with 3 x 2-day and 2 x 3-day workshops. 

The SOCAPiE Certificate of Complaints Handling: a combination of complaints courses and online examination.

Those who successfully complete these Accredited courses and programmes may use the designatory letters MSoCAP. 

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