We are currently
offering the following classes (or modules):
1. Complaint Handling Fundamentals
The fundamentals clear and simple. Including, what customers expect when they
make a complaint,
why people complain. Telephone skills and how to quickly
identify what the customer wants.
2. Dealing with Challenging Customer
Why do some customers behave badly?
Focusing on challenging behaviour we
look at strategies
for being effective. Nina talks to Helen Mueller
from the NSW Ombudsman's Office about their
recent research and how to manage challenging behaviour.
3. Financial Hardship
hardship is a topic of increasing
relevance. Learn how to recognise if a
is in financial hardship. What
to do and what to avoid when assisting
Nina talks with Sue
Fraser from Kildonan Uniting Care about
4. Building Rapport with Customers
Easy to understand and use, these simple
tips will enable you to build
with customers quickly and easily. If
you have rapport with a customer
will believe you understand their
problem, they will talk about their real
and they might be more prepared
to listen to you and remain positive.
Nina talks with international expert
Allan Parker about how to build rapport.
5. Saying No Nicely
have to deliver bad news to a customer
it can be a difficult and confronting
conversation. Our Saying No Nicely
module gives some tips for making this
as positive and as painless as possible
– while retaining the customer
New On-line classes available
6. Stress Management
Complaint handling can be stressful. Recognise, understand and manage stress. The explanations and
tips in this module are relevant to all levels of complaints handling and across all industries. Understand
how being perceptive and proactive about your stress level is also good for the company. Pick up helpful
tips from Jill Blyth, Psychotherapist and workplace stress expert.
7. The Role of an Ombudsman Service
Understand and resolve complaints more efficiently with Ombudsman Services. Gain a better understanding
of the process and obligations of escalation to an Ombudsman service and possible outcomes through
discussions with telecommunications industry Ombudsman Simon Cohen (TIO), Colin Neave who is
Chief Ombudsman with the Financial Ombudsman Service (FOS) and Karen Stevens who is the Insurance and
Savings Ombudsman (ISO) in New Zealand.
8. High Conflict Behaviour
Why are some customers more difficult to manage?
An insight into emotions and what is happening within the brains of customers when they engage in High Conflict behaviour.
High Conflict consequences and management tips
with conflict resolution expert Professor Tania Sourdin of the University of Queensland.