Negotiation and Dispute Resolution for Entrenched Complaints

This workshop combines elements of both effective dispute resolution skills for entrenched complaints and negotiation skills training, to enable you to learn in just one day how to resolve disputes and achieve lasting win/win outcomes for both the customer/consumer and your organisation.

The session is 100% interactive and attendees learn new concepts by actively participating in role plays, by practicing skills in small groups and through debriefing together.

Learning Outcomes

  • Learn a structured dispute resolution win/win process for resolving entrenched complaints,
  • Acquire tools to effectively negotiate in the complaints environment,
  • Cultivate communication skills to improve customer relationships and help you deal with even the most challenging conflict situations,
  • Improve your personal approach to conflict and understand why you respond in certain ways, and
  • Learn to effectively and quickly resolve customer complaints by focusing on what is at the heart of the issue.


Who Should AttendProgram Theme 
This program is designed for Advanced participants who
have senior experience in customer experience, consumer
care and complaints management roles, who are looking
to transform their organisation with new thinking and
strategic approaches to consumer management.
Participants with Intermediate skills are also advised to
attend to extend their professional skills and responsibilities.

Customer Service Excellence



Members (three or more SOCAP members from one company) $627 per person.
Members $697 per person
Non-member $808 per person
Can’t make the dates, no problem, we can come to you

Our training courses and workshops are available to be conducted in-house, on your site, at a date that is convenient for your entire team. Ask us for a tailored proposal for your team’s training. Call us on 02 8095 6426 or email