Register now, spaces are limited! Featuring leading industry, government speakers and more! Agenda: Panel Discussion: The Current Landscape of […]
The SOCAP Australia/ University of Newcastle ROI of Effective Complaints Management Report (2018) found that effective complaint handling achieved a […]
Join us for this fascinating webinar where Professor Tania Sourdin, Head of School and Dean, University of Newcastle will discuss […]
Recurring complaints often come at a high cost for organisations with direct impact on the bottom line. Identification of the […]
The prevalence of Domestic and Family Violence in our communities, and the resulting risks to both the safety and mental […]
Essential for business, professional and organisational ethics
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.
The perfect introduction to complaint handling for new staff
Join SOCAP online in 2019 and explore a new range of topics. Tech Trends Tuesday, 5 February 2019 – 12pm-1pm […]
Join us to share your experience and network with other SOCAP members at your SOCAP Community of Practice.
Callers may present as agitated for one of a number of reasons, including anger, mental illness, suicidal ideation or crisis […]
Pressure proof your team to prevent burn out in high pressure environments
One of the best sources of insight for innovation and business improvement often comes free-of-charge from your customers in the […]
This workshop expands on theories learnt in the Handling Social Media Complaints and Crisis/Reputation Management webinar. Is your business active on […]
Unreasonable conduct by complainants (UCC) can take up an inordinate amount of an organisation’s time and money. Additionally, if situations […]
Leadership roles are very challenging as you have to manage and develop both individuals and the team. This course equips […]
Learn a structured dispute resolution win/win process for resolving entrenched complaints
Successful organisations providing a world-class customer experience understand the value of learning from customer feedback and complaints, and compliance to […]
Identify those at risk of self-harm and tools and techniques to diffuse difficult situations
Leadership breakfast panel series in all states across Australia
Steps for making tough discussions with staff and customers easy
Prevent recurring, significant problems/complaints and reduce costs
Enhance your ability, confidence and resilience to handle angry and raging customers Objectives Why are complaints important? What is anger? […]
Develop Emotional intelligence in your complaints team to enhance customer satisfaction
Are your written communications effective and helpful, or do they obscure meaning and antagonise?
This full day program will explore in depth how to employ key work practices that value workplace and consumer diversity. […]
Mental health, suicide, domestic violence, isolation, substance abuse and lack of access to usual support services are significant issues affecting, not […]
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
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 […]
Half day phone skills course for contact centre and frontline customer service/complaint staff.
When things go wrong, customers need acknowledgement of the problem and a pathway back so that they can trust the […]
Proven strategies and techniques to arrive at a fair and impartial conclusion
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 […]