This workshop provides participants with the necessary skills and strategies to respond to clients and customers confidently, effectively and efficiently. Participants are provided with a model for dealing with complaints, examining different types of complainant behaviour and overcoming personal and organisational barriers to making and resolving complaints.
Who should attend
Staff who have regular, high volume contact with clients and customers, face to face or by phone.
Learning outcomes
By completing this workshop, participants will have information to:
- understand and identify a complaint
- improve their complaint handling skills
- consider complaints from a ‘complainant perspective’
- raise awareness of the value of complaints
- examine different strategies for handling complaints
- become more confident in their ability to handle complaint
- be able to identify who should respond to a complaint.
Duration
This is a one-day workshop, running 9.00am-4.00pm.
When and where
Date: Tuesday 15th September 2015
Venue: Room 224 Education Building E07
Cost: $100 (significantly subsidised by PVCA, through SGU to reduce normal cost of $352.00)
Catering: Morning and afternoon tea provided but not lunch.
Register: Via Webkiosk