Membership

Discover the many benefits of joining SOCAP (as either an individual or through your organisation), including access to the most cutting edge best practices in complaints management.

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Training

In-person and online training suited to every experience level, covering all aspects of complaint handling from basic training to emotional intelligence in customer care.

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Certification

The only complaints-industry Certification that recognises your professional experience and sets the standard for service. Start your Certification here.

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Symposium

Join us for the Annual SOCAP International Symposium returning to Sydney in 2025. Find out more here.

 

 

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Welcome to SOCAP Australia

The Society of Consumer Affairs Professionals - where Australian and New Zealand complaint professionals come to connect, develop and train for skills, and advance the complaint management industry. Here you’ll find information about…

Upcoming Events

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Coming Events

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NEW - Stabilising Conversations on Difficult Calls - 10 October

Date:
10 October 2024 - 10 October 2024
Time:
9.30am AEDT - 12.30pm AEDT

This interactive workshop is grounded in the concepts of above and below the line thinking to stabilise conversations that may be emotionally heightened.

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Measuring What Matters - Using Complaints to Inform Strategy - 16 October

Date:
16 October 2024 - 16 October 2024
Time:
10.00am AEDT - 1.00pm AEDT

This interactive workshop takes a step-by-step approach to identify the type of data and information that can be collected and how it can inform business improvement and strategy.

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De-escalating the Agitated Caller for Complaint Handlers - 22 October

Date:
22 October 2024 - 22 October 2024
Time:
9.30am AEDT - 1.30pm AEDT

Explore factors that can result in a person becoming distressed, communication roadblocks, and respectful, appropriate and empowering response skills.

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Written Communication for Complaint Handling - 24 October

Date:
24 October 2024 - 24 October 2024
Time:
9.30am AEDT - 1.30pm AEDT

This program will examine the theory and practice of effective written communication. We will also explore how to use AI to support efficiencies without losing the human connection, while maintaining ethics and customer centricity.

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Root Cause Analysis Strategies - 30 October

Date:
30 October 2024 - 30 October 2024
Time:
9.30am AEDT - 1.30pm AEDT

This Root Cause Analysis training will uncover how to apply the process of discovering the real causes of problems to identify appropriate corrective actions before they wreak havoc on other processes, systems, or people.

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NEW - Designing Inclusive & Accessible Complaints Practices – 31 October

Date:
31 October 2024 - 31 October 2024
Time:
9.30am AEDT - 12.00pm AEDT

Inclusive design and accessible complaints practices are recognised as the industry's “good practice”.

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The Intel

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Complaints Professionals + Marketers: Boosting Brand Reputation via Collaboration

24 September 2024

Social media has changed the way businesses engage with their customers. Consumers are now vocal about their experiences, and complaints are no longer private exchanges but often played out on public platforms. This means customers have the influence to shape your brand’s reputation, both positively and negatively.

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Turning Negative Feedback into Opportunities for Improvement

24 September 2024

Learn more about strategies that can help transform negative customer feedback into actionable insights to create opportunities for growth and improvement.

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SCROL Module Spotlight: Managing Stakeholder Relationships—The Key to Successful Customer Solutions

24 September 2024

Effective stakeholder management is crucial for implementing successful customer solutions. By identifying, assessing, and communicating with stakeholders, businesses can gain the necessary support to deliver value to their customers.

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