Customer Service and Complaint Management 101

Customer Service Excellence
04 February 2021
Start Time
9.30am AEDT
End Time
1:00pm AEDT
Virtual Classroom
Contact Name
SOCAP Australia
Contact Phone
Contact Email
Max. Attendees
Who Can Register?

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. 


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 


Members: $449 per person
Non-members: $649 per person


SOCAP Complaints Professional Certification bundle:
Members: $804 per person*
Non-members: $1004 per person*

*includes online course, Ethics for Complaint Handlers