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Save the dateMarch 9, 202312:30 PM - 3:30 PMGMT+11
Organizer
Organiser
Event Details
Event Details
Research demonstrates that reputation is built and lost from the most recent customer experience.
The way you handle a complaint can turn a negative experience into a positive one. If a customer feels strongly enough to make a complaint, the feedback you receive is worth its weight in gold. It is in the moment, it's current and it's real. A complaint is a gift, a golden nugget of opportunity.
This online workshop considers the skills required to respond to complaints successfully, improve customer care, customer satisfaction, and complaint resolution.
The workshop takes a blended learning approach.
- A 3-hour fully interactive online Zoom session: join the Zoom session from any device, laptop, desktop, tablet or mobile phone
- Gain access to an online downloadable self-study materials to reinforce learning
- Option to participate in 1-2-1 coaching session
Time zone
Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Use our add to calendar option to check if a time difference applies and to adjust to your location.
Course outline
Course outline
This online workshop considers the skills required to respond to complaints successfully, improve customer care, customer satisfaction, and complaint resolution.
What we'll cover
- Receiving, understanding, identifying, recording, and acknowledging complaints
- Excellence in customer service during the complaints process
- Responding to complaints
- Regulatory obligations
- Using complaints as a tool for continuous improvement
Who should attend this workshop?
- Frontline property managers
- Team Leaders
- Managers and those people involved in developing strategies and procedures for dealing with service complaints
Workshop Facilitator
Workshop Facilitator
Jo Leckie
Lead Consultant - Australia at Big Picture Training
Jo is an accomplished, enthusiastic and motivational facilitator and public speaker who prides herself on delivering memorable training that translates to the workplace. She utilises accelerated learning techniques to deliver lively, interactive and engaging on-line and in person workshops.
Jo holds an ILM Certificate in Coaching a BSc Honours degree from De Montfort University and a Certificate in Learning and Development.
Having worked in leadership roles for some of the largest social housing providers in the UK and Australia, Jo has a wealth of experience of working remotely and successfully leading remote and dispersed teams.
Tickets
Tickets
Non-Member
A$220
Affiliate Member
A$198
General Member
Member Price A$176
Professional Member
Member Price A$165
Senior Professional
Member Price A$154
Where applicable, GST will be applied
These ticket prices reflect a small increase effective from 1st January 2023.