COMPLAINTS
transforming complaints into opportunities
program overview
A program designed to highlight the personal and organisational value of complaints and how to manage them effectively for ongoing and strengthened customer relationships.
An opportunity exists within this program to improve your service delivery by exploring recurring complaints through a continuous improvement lens and practicing techniques for minimising and confidently addressing complaints.
key topics
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The value of complaints
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Successful complaints resolution
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Reducing complaints within your organisation
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Techniques for avoiding escalations of conflict
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Complainant drivers and behaviour
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De-escalation techniques for addressing complaints
key learning outcomes
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I understand the value of complaints for myself, my customers and my organisation
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I understand the key elements to successful complaints resolution processes
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I understand how to place a continuous improvement lens on recurring complaints in my organisation to improve the customer experience
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I understand techniques to mitigate conflict and thereby reduce complaints
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I can address complaints in a more confident, structured and thoughtful way
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I understand what I need to do differently to deliver better COMPLAINTS RESOLUTION
Half Day
In Person or Online
Customisable
our full suite of programs
meet some of our clients
what do participants say ...
"Great training Danielle, well done!”
“Facilitator very engaging and knowledgeable. Great use of examples.”
"The content was easy to understand and apply."
"Facilitator was very informative and clear"
"Danielle was very engaging.”
"I really appreciate the relevance of the program to my current role"
"Danielle was engaging"
"Easy to relate back to the real world"
“The way it was delivered - good leadership from Danielle.”
"Very clear / excellent delivery"
"Danielle was knowledgeable of our business"
"Danielle is great."