From Rage to Reason - 10 and 11 Feb

Topic
Consumer Behaviour and Wellbeing
Date
10 February 2021
Start Time
9.30am AEDT
End Time
11.30am AEDT
Venue
Virtual Classroom
Contact Name
SOCAP Australia
Contact Phone
0291678119
Contact Email
socap@socap.org.au

Enhance your ability, confidence and resilience to manage unreasonable complainant conduct


Enhance your ability, confidence and resilience to manage unreasonable complainant conduct

Rage To Reason

Your customers are being impacted by many factors within and outside their control that can cause them much stress or anxiety. High levels of stress may cause a heightened state that may trigger unreasonable complainant behaviour, sometimes presenting as anger or rage. By understanding the value of treating customers as people first, and consumers second will support the building of rapport and connection with your customer. 
 
Being prepared to support customers through these interactions can also reduce any stressful impact on your team’s emotions, performance, and job satisfaction.

Part 1 – Handling Difficult Consumer Behaviour - 10 February, 9.30am - 11.30am AEDT
This course is one of our most popular as it effectively demonstrates how to understand the difference between anger and rage, how to recognise what triggers an emotional outburst, and learn the importance of emotions and their link to the customer experience.

Part 2 – Road to Resolution - 11 February, 9.30am - 11.30am AEDT
Paving the road to resolution with customers who may be experiencing a heightened emotional response, which could present as anger or rage, closes the loop in the customer experience to support beneficial and equitable outcomes where the customer feels respected and heard.

Price
Members: $449
Non-members: $649


This booking is for both Part 1 and Part 2.