Short Courses
Duration: 4 hours

Daily Habits for Resilient Complaint Handlers – Manage Stress and Prevent Burnout
Duration: 4 hours
Members: $449 per person
Non-members: $649 per person


Enhanced self-care strategies to prevent resilience reduction, rebuild and maintain resilience including body and mindfulness-based techniques.
Join SOCAP in this interactive virtual class and learn or refresh practical skill-based approaches to managing stress and avoiding burnout, including mindset, perspective taking and attentional strategies. 

Book now for next available class - 14 Sep


Skills Based Domestic Violence Awareness
Duration: 4 hours
Members: $449 per person
Non-members: $649 per person 


Learn skills for identifying and responding appropriately to customers who may be experiencing domestic and family violence, which may increase risks to their safety, mental health, and financial wellbeing. 

Build staff confidence to safely manage these conversations and provide effective service support with a respectful empowering approach, as well as ensuring self-care is practised including debriefing.

Register your interest



De-escalating the Agitated Caller for Complaint Handlers
Duration: 4 hours 
Members: $449 per person
Non-members: $649 per person

 
Equip yourself with conversational skills to respond to a caller who threatens violence, self-harm, or suicide. 

You will learn how to recognise signs of distress, anger, or mental illness, develop effective respectful responses by establishing boundaries that help to de-escalate anger and contain calls. Debriefing, self-care and accessing support programs are also included.

Book now for next available class - 16 Oct


Customer Service and Complaint Management 101 
Duration: 4 hours
Members: $804 per person
Non-members: $1004 per person
*includes the online SOCAP Ethics for Complaint Professionals


An essential for all service professionals and those new to handling customer interactions to learn or refresh skills in the 5-phase service model; and how to identify the top seven reasons that cause customer dissatisfaction.

Increase your confidence by learning how to quickly build and maintain rapport to ensure messages are transmitted accurately; and then apply the key skills and specific techniques to progress a client seamlessly through each service phase.

Register your interest


Managing Difficult Conversations 
Duration: 4 hours 
Members: $449 per person
Non-members: $649 per person


As caseloads and vulnerabilities increase in the customer care and complaints setting, ramp up your skills and emotional intelligence to manage difficult conversations and avoid conversations from spiralling out of control.

Learn a proven model that will help manage your nerves during difficult conversations, use specific techniques to lessen emotional responses when delivering bad news and reach equitable customer outcomes with empathy and respect.

Register your interest


Skills Based Mental Health Awareness for Complaint Handlers 
Duration: 4 hours 
Members: $449 per person
Non-members: $649 per person


Learn how to identify individuals who are at risk of self-harm, tools, and techniques to handle difficult situations and how to tend with respect to the needs of consumers with mental health issues.

By better understanding the impacts and prevalence of mental illness and how it relates to the consumer experience you will be able to relate more calmly and effectively with appropriate language to reach equitable and safe outcomes. 

Register your interest


From Rage to Reason 
Duration: 4 hours 
Members: $449 per person
Non-members: $649 per person


Enhance your ability, confidence and resilience to manage unreasonable complainant conduct
Managing a conversation with a customer with unreasonable complainant conduct can be part of the complaint professional’s average workweek and requires a respectful and skilled response to understand and manage these interactions. 

SOCAP Australia offers this one-day intensive workshop to prepare complaint professionals for these challenging interactions. Make sure your complaint staff is resilient and prepared for any complaint.

Book now for next available class - Part 2 - 29 Sep


Driving Business Change & Winning Commitment by Leveraging Complaints 
Duration: 4 hours 
Members: $449 per person
Non-members: $649 per person


Real-life case studies, key market trends and best practice approaches, as well as practical advice on how to leverage insights to apply to training, data, analytics and operational changes to make a real difference for your consumers and organisation. 

Learn how to influence change by building a business case drawing on the power of storytelling and turn your complaints data into actionable insights. 

Book now for next available class - 8 Oct

Written Communication for Complaint Handling
Duration: 4 hours 
Members: $449 per person
Non-members: $649 per person


Part of good communication is knowing the phrases to avoid and the language that connects. These unusual times call for a review of some of your usual language and casual comments while supporting customers who are already stretched through dealing with the impacts of the pandemic.

Understanding the impact of some of your typical communications can make a big difference to connecting with customers and building rapport so you can reach beneficial outcomes.

Join SOCAP and Nicole Cullen in this interactive virtual classroom where you will learn to identify the customer service phrases that your team should steer away from and learn more effective ways of responding to create connection, rather than have your customers cringing. 

Facilitator – Nicole Cullen, Director at Cullaborate 

Book now for next available class - 20 Oct