Complaint handling for front line staff

Workshop outline

This very popular workshop provides staff with skills and strategies for managing customers effectively and efficiently, while being aware of the possible underlying needs of the customer. It is designed specifically for those coming into regular/high-volume contact with customers either by telephone or face-to-face. Participants will have a better appreciation of the obstacles to customer satisfaction and what they can do to overcome them.

The workshop will enable participants to:

understand the customer's perspective
learn a step-by-step model for dealing with customer complaints and apply this model in the workplace
analyse the customer's needs
identify common, yet perhaps surprising, reasons for expression of anger
deal with anger in a constructive and positive manner
employ skills and strategies for communicating successfully with various types of 'challenging' behaviours
appreciate the importance of de-stressing and debriefing.

Upcoming workshops:

17 June 2008 - Sydney

For further information, contact Sheila O'Donovan on 02 9286 1019 or email so'donovan@ombo.nsw.gov.au, or Jane Busby on 9265 0416 or email jbusby@ombo.nsw.gov.au

To register for a workshop, click here.