Understanding how to respond to complaints effectively is an important component of customer service. This workshop will equip you with the skills to respond to complaints efficiently and confidently using a range of evidence-based tools. It is about empowerment, confidence and changing mind set when handling complaints.
Who should attend
If you are a frontline staff member who deals with telephone and in-person complaints, this workshop is for you. Supervisors/experienced complaint handlers are also encouraged to attend. Public, community, and private sector participants are all welcome.
Duration – half-day afternoon workshop
This workshop requires a time commitment of 3.5 hours including 15-minute tea break. This workshop is scheduled from 1:30 pm to 5:00 pm.
Attendee numbers
A maximum of 32 participants may register for this workshop.
Learning outcomes
This workshop is designed to help participants to:
- explore the value of complaints for your organisation
- understand why people complain
- examine different types of complaints and complainant behaviours including difficult behaviour
- identify, record, and manage a range of complaints
- confidently handle complaints by applying workplace complaint-handling policies
- manage your physical and emotional wellbeing in the face of complaints.
Workshop outline
The face-to-face workshop will focus on:
- the reasons people complain
- strategies on how to better manage response to complainants and complaints
- enhance communication and complaint handling knowledge and skills
- learn about and practice a strategy for frontline complaint handling
- better understand how to respond to difficult, challenging and unreasonable conduct by a complainant
- be aware of the importance of managing stress and safety when handling complaints.
About the workshop presenter
Sandra Duke, Training and Engagement Officer, NSW Ombudsman
Sandra is a highly skilled trainer and educator with a passion for delivering engaging learning. She has 12 years’ experience as a facilitator and educator for the NSW Ombudsman. She was instrumental in establishing the public interest disclosures unit within the Ombudsman’s office and developing the Ombudsman’s virtual and in-person training packages. Sandra has delivered training to state and local government authorities across NSW and is an excellent communicator. She has qualifications in adult education, mediation, business administration and investigations.
Register now to avoid disappointment.