The perfect introduction to complaint handling for new staff
Essential for business, professional and organisational ethics
Unreasonable conduct by complainants (UCC) can take up an inordinate amount of an organisation’s time and money. Additionally, if situations […]
Enhance your ability, confidence and resilience to handle angry and raging customers Objectives Why are complaints important? What is anger? […]
Are your written communications effective and helpful, or do they obscure meaning and antagonise?
With the holiday season, problems that people face or issues that they are dealing with become magnified and they are […]
Prevent recurring, significant problems/complaints and reduce costs
Thinking of the festive season, and summer holidays, Christmas, presents, NYE fireworks and festivities all come to mind. However, when […]
Develop an understanding of one’s own world view and inherent biases and build an action plan for developing increased cultural […]
New online learning program e-learning program launching in October. Register your expression of interest to attend with the SOCAP office on […]
Leadership breakfast panel series in all states across Australia
Identify those at risk of self-harm and tools and techniques to diffuse difficult situations
Steps for making tough discussions with staff and customers easy
Learn a structured dispute resolution win/win process for resolving entrenched complaints
Pressure proof your team to prevent burn out in high pressure environments
Develop Emotional intelligence in your complaints team to enhance customer satisfaction
Proven strategies and techniques to arrive at a fair and impartial conclusion
This full day program will explore in depth how to employ key work practices that value workplace and consumer diversity. […]
Half day phone skills course for contact centre and frontline customer service/complaint staff.
Identify your customers’ experience at each touch point
This workshop provides an overview of the essential elements for an effective complaint handling system.
Whether it’s creating a culture to deliver great service, helping leaders understand their role in shaping the culture, helping teams […]
Personnel, who are effective communicators, are sought after assets to any organisation. Although ‘communications’ is an essential skill, training in […]
Focussing on core theory and skills development required in the National Mediation Accreditation Standard (NMAS).
Focussing on practical skills participate in a range of conflict scenarios
SOCAP is working together with PD Training, to deliver members a further range of business development programs with events run […]