Complaints Handling Excellence

Complaints Handling Excellence
Thursday 26 November 2020
9:30 to 4:30 pm (9:30 - 12:30 - 13:30 - 16:30)


Professional & Associate Members $675
Affiliate Members 
$775
Non Members 
$875


Via Zoom interactive virtual workshop

If you are a NSW public sector employee, then you are eligible for Affiliate membership free of charge. Click here to join.

This course is also available for 
in-house delivery. For more information please contact the Learning team on 02 8066 1900 or email learning@nsw.ipaa.org.au for a quote.


Course Overview


This certified program focuses on the why, how and what of complaint handling including understanding of best practice through the CSIA-CHF 2015 Complaint Handling Framework and the skills that are required to effectively respond to customer complaints.

Core topics include:

  • The importance of complaint handling
  • The hidden costs of bad service
  • Balancing passion and process
  • The importance of continuous improvement — closing the loop(s)
  • NSW Ombudsman’s Complaint Management Framework
  • The different stages of complaint handling and understanding best practice for handing each stage
  • Responding to complaints - professionalism, confidence and empathy
  • Communication skills for successful complaint handling.


Learning Outcomes

 

  • Explain the importance of complaint handling for continuous improvement
  • Explain the importance of the balance between passion and process in managing complaints
  • Describe the Customer Service Institute Australia Complaint Handling Framework (CSIA-CHF 2015)
  • Describe the NSW Ombudsman’s Complaint Management Framework
  • Describe the different stages of complaint handling and understand best practice for handling each stage of a complaint
  • Respond to complainant behaviour with professionalism and confidence
  • Explain the communication skills required for effective complaint handling.

ZOOM Virtual Classroom

Our virtual classroom consists of a facilitator teaching the class to students who are dialled in remotely to the class session. Presentation slides and other digital files can be presented during the training session using the Zoom platform and the student may either focus on these resources or the facilitator. 

To enable connection, you will require the following set-up:

- Sufficient internet connection – Zoom is successful on a 4G network. Any network better than 4G will enhance the student’s experience;
- A PC with a web-camera, microphone and the capacity to run the Zoom application to allow the facilitator to better interact with students in the same manner as a traditional classroom; and
- Sufficient sized monitor or screen


NSW Public Sector Framework Capabilities

This course is targeted at the Adept to Advanced level.

Relationships: Commit to customer service, Communicate effectively, Influence and negotiate
Personal attributes: Display resilience and courage
Results: Think and solve problems

  • Promote a culture of quality customer service in the organisation
  • Find opportunities to co-operate with internal and external parties to improve outcomes for customers
  • Develop effective strategies and show decisiveness in dealing with emotionally charged situations, difficult and controversial issues
  • Work through issues, weigh up alternatives and identify the most effective solutions
  • Show sensitivity and understanding in resolving acute and complex conflicts
  • Manage challenging relations with internal and external stakeholders
  • Adjust style and approach to optimise outcomes
  • Actively listen and encourage others to contribute inputs.

Course Materials 

All course materials (including the workbooks) can be accessed through our digital learning space, Illuminate. Once registered, you will receive your course information, which will provide you with your Illuminate access details.

Enquiries: For more information on our in-house courses and programs, please contact the IPAA Learning  Team on 02 80661900 or email learning@nsw.ipaa.org.au.

 

 
When
26/11/2020 9:30 AM - 4:30 PM
Where
Zoom NSW AUSTRALIA
 

Terms and Conditions
Payments

Payment is required prior to attending the event or course. Please contact an IPAA NSW staff member if an exception is required.

Payments - Online Events

If you have an outstanding invoice for the event, you will not receive a link to the live event. 

Online Events

Only people registered to the event can access the content. Do not share login details with people who have not registered to the event

Cancellation policy - Events
  • Cancellation must be in writing and confirmed by an IPAA NSW staff member
  • Cancellation received more than 10 business days prior to the event – no penalty will be incurred
  • Cancellation received within 6-10 business days of the event – 50% of the fee is payable
  • Cancellation received less than 6 business days prior to the event – 100% of the fee is payable
  • No show – 100% of the fee is payable
  • Registrations received less than 6 business days prior to the event are non-refundable.
Cancellation policy - Scheduled Courses
  • Cancellation must be in writing and confirmed by an IPAA NSW staff member
  • Cancellation received more than 10 business days prior to the start date – no penalty will be incurred
  • Cancellation received within 6-10 business days of the start date – 50% of the fee is payable
  • Cancellation received less than 6 business days prior to the start date – 100% of the fee is payable
  • No show – 100% of the fee is payable
  • Registrations received less than 6 business days prior to the start date are non-refundable.
Cancellation policy - Self-paced Courses
  • Cancellations are not permitted.

Note: If you do not cancel and do not attend and event or course, 100% of the fee must be paid.

Transfer policy - Events
  • All requests for transfers must be in writing
  • Substitute nominees may attend in your place where deemed appropriate; however, if a member wishes to substitute a non-member in their place the full fee will be payable.
Transfer policy - Scheduled Courses
  • All requests for transfers must be in writing
  • Your course registration can be transferred to another course without penalty if requested more than 10 business days prior to the course start date. Otherwise, the above cancellation policy applies. Transfers can only be requested when the course fee has been paid in full.
  • Transferring your registration to another person can be done at any time without penalty if nominee details are provided within a minimum of 2 business days prior to the course start date. Transferring from a member to a non-member will result in a fee increase in line with the non-member course fee.
Transfer policy - Self-paced Courses 
  • Transfers to another course are not allowed for self-paced courses.
We may in our discretion waive cancellation charges in exceptional circumstances, but we will not waive cancellation charges on account of work commitments.

Program Changes

IPAA NSW reserves the right to change programs/speakers/venue, or to cancel programs if the enrolment criteria are not met or when conditions beyond our control prevail. All registrants will be notified in the event of cancellation and their registration fee will be refunded.

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