Frontline complaint handling – community and disability services
This workshop provides you with the necessary skills and strategies to respond to clients and customers confidently, effectively and efficiently. You will be given a model for dealing with complaints, examining different types of complainant behaviour and overcoming personal and organisational barriers to making and resolving complaints.
Who should attend
All community services staff – especially frontline staff or those who have regular, high volume contact with clients and customers either face-to-face or on the phone.
This workshop aims to improve your complaint handling skills, helping you to become more confident in your ability to handle complaints.
This training will help you to:
- understand and identify a complaint
- consider complaints from a ‘complainant perspective’ and understand why people complain
- raise awareness of the value of complaints
- use different strategies for handling complaints, including challenging complaints
- better manage complainant expectations and handle complaints in a way that improves complainant satisfaction
- consider your personal safety and take care of yourself in challenging situations
- be informed about a best practice complaint handling system
- understand the roles and functions of the Ombudsman.
This is a one-day workshop from 9.30am-4pm.
$280.00 + GST (total cost $308)