When: No set dates - this is an in-house offering only
Where: At your premises or a venue of your choice
Cost (incl. GST): $5,500
Course Overview
This popular workshop provides frontline staff 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
This workshop is designed specially for those 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 complaints, and
• be able to identify who should respond to a complaint.
Contact: NSW Ombudsman - Community Education
and Training Unit
Ph: 02 9286 0900 / E: [email protected]