Complaint Handling Workshop
This workshop has been developed by TMI in collaboration with COSL.
"Building Skills in Complaint Handling"
How well equipped is your organisation to handle complaints internally and resolve them first time?
There's no getting away from it – customer expectations of organisations are ever increasing. When these expectations are not met or perceived not to have been met, customers often complain, either to you directly, to COSL or to the world in general via social media.
Handled well, complaints can be a valuable assets and an opportunity for you to create a positive from what otherwise may have been a problem that just gets worse.
Who should attend?
This workshop is recommended for front line staff, team leaders and anyone who regularly handles complaints.
Costs
The worksop cost is $595 per participant including course materials and handouts.
Workshops Available
The duration of each workshop is 7.5 hours including breaks.
| session |
when |
where |
what time |
| ADE |
Wed 23rd May 2012 |
Adelaide CBD |
9am - 4.30pm |
PER |
Fri 25th May 2012 |
Perth CBD |
9am - 4.30pm |
SYD |
Thur 7th June 2012 |
Sydney CBD |
9am - 4.30pm |
| MEL |
Fri 8th June 2012 |
Melbourne CBD |
9am - 4.30pm |
BRI |
Tues 12th June 2012 |
Brisbane CBD |
9am - 4.30pm |
In this workshop you will learn how to:
- Build a mindset of complaints as real value and loyalty building opportunities rather than threats, personal attacks or just a nuisance
- Reduce the number of customers who feel they must go to COSL to get a fair reception
- Improve skills and techniques to handle complaints at both the functional and emotional level
- Manage your stress and resilience when under pressure
- Improve listening and questioning skills
- Gain a better understanding of emotions, particularly when dealing with angry customers
- Take greater responsibility to solve as many complaints at first point of contact as possible
- Feel confident to take a proactive responses to rapidly emerging social media channels
- Initial introduction to the responsibilities of ASIC Regulation 165.
Register
For more information & enquiries: COSL Membership Office, email us or call (02) 9273 8455.
Course Facilitators
About TMI
TMI is a global consultancy and training company with over 30 years experience in the complaints field. TMI has been involved with many of Australia’s leading organisation in helping them meet the challenges of providing effective complaints processes and skills development.