Content is based on Recognise, Respond Refer and includes awareness around the following topics: What is Domestic Violence? Community Attitudes […]
Leadership roles are very challenging as you have to manage and develop both individuals and the team. This course equips […]
One of the best sources of insight for innovation and business improvement often comes free-of-charge from your customers in the […]
The perfect introduction to complaint handling for new staff
Essential for business, professional and organisational ethics
Join SOCAP online in 2019 and explore a new range of topics. Tech Trends Tuesday, 5 February 2019 – 12pm-1pm […]
Awareness of vulnerability and having key skills in service provision for those who may be experiencing periods of vulnerability will also assist in ensuring compliance on corporate social responsibility and more actively manage risk.
When things go wrong, customers need acknowledgement of the problem and a pathway back so that they can trust the […]
Identify those at risk of self-harm and tools and techniques to diffuse difficult situations
Leadership breakfast panel series in all states across Australia
This workshop expands on theories learnt in the Handling Social Media Complaints and Crisis/Reputation Management webinar. Is your business active on […]
Are your written communications effective and helpful, or do they obscure meaning and antagonise?
Callers may present as agitated for one of a number of reasons, including anger, mental illness, suicidal ideation or crisis […]
Join us to share your experience and network with other SOCAP members at your SOCAP Community of Practice.
Enhance your ability, confidence and resilience to handle angry and raging customers Objectives Why are complaints important? What is anger? […]
Pressure proof your team to prevent burn out in high pressure environments
RISK AND PRODUCT GOVERNANCE THE NEW ROLES FOR COMPLAINT PROFESSIONALS How do you rate the level of trust you and […]
Steps for making tough discussions with staff and customers easy
Prevent recurring, significant problems/complaints and reduce costs
Learn a structured dispute resolution win/win process for resolving entrenched complaints
Essential elements for an effective complaint handling system.
Unreasonable conduct by complainants (UCC) can take up an inordinate amount of an organisation’s time and money. Additionally, if situations […]
Mental health, suicide, domestic violence, isolation, substance abuse and lack of access to usual support services are significant issues affecting, not […]
Proven strategies and techniques to arrive at a fair and impartial conclusion
Develop Emotional intelligence in your complaints team to enhance customer satisfaction
Successful organisations providing a world-class customer experience understand the value of learning from customer feedback and complaints, and compliance to […]
This full day program will explore in depth how to employ key work practices that value workplace and consumer diversity. […]
There is a view held by some that teams develop on their own through chance or good luck. This is […]
Identify your customers’ experience at each touch point
Whether it’s creating a culture to deliver great service, helping leaders understand their role in shaping the culture, helping teams […]
Half day phone skills course for contact centre and frontline customer service/complaint staff.
Personnel, who are effective communicators, are sought after assets to any organisation. Although ‘communications’ is an essential skill, training in […]
SOCAP is working together with PD Training, to deliver members a further range of business development programs with events run […]