Customer Service and Complaint Management 101 - 1 December

Topic
Customer Service Excellence
Date
01 December 2020
Start Time
9.30am AEDT
End Time
1:00pm AEDT
Venue
Virtual Classroom
Contact Name
SOCAP Australia
Contact Phone
0291678119
Contact Email
socap@socap.org.au
Max. Attendees
16
Who Can Register?
Anyone

Your Essential Guide to Excellence in Customer Service and Complaint Handling


In today’s fast paced and competitive world, how you manage complaints may mean the difference between keeping a customer loyal or losing them. 

By attending this half-day interactive workshop you will discover how to provide frictionless service and proactively manage complaints to exceed customer expectations. 

LEARNING OUTCOMES 

Delivering Seamless Service 

  • Evaluate the skills required for service role effectiveness 
  • Identify personal improvement areas and create a practical action plan 
  • Discover the five phase service model and how to move clients through seamlessly 
  • Find out how to quickly build and maintain rapport for effective communication 
  • Uncover customer needs accurately 
  • Identify solutions to meet customer needs  
  • Profile and respond to different personality types 

Proactively Managing Complaints 

  • Identify the top 7 reasons for customer dissatisfaction 
  • Recognise early signals of dissatisfaction 
  • Avoid emotional hooks that provoke and enrage 
  • Mitigate emotional responses through specific techniques 
  • Effectively deliver bad news 
  • Negotiate for productive win-win outcomes 

 

Price
Members: $804 per person
Non-members: $1004 per person

*includes online course, Ethics for Complaint Handlers