The program will provide you with suggested guidelines for dealing with complaints.
An overview of the essential elements of an effective system for managing complaints in the community services sector.
Duration of each webinar is 45 mins.
The webinar sessions provide you with the necessary skills and strategies to respond to complaints from 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 barriers to making and resolving complaints.
This webinar is designed for staff who are responsible for developing, managing or implementing complaint handling policies and systems – including quality and / or corporate governance managers.
Staff who have regular, high volume contact with clients and customers either face-to-face or on the phone.
The webinar aims to improve your complaint handling skills, helping you to become more confident in your ability to manage and document complaints:
Articulate essential interpersonal skills to handle a complaint
Define what is a complaint
Explain what a resolution is
Describe the stages of complaint management process
Explain the importance of record keeping
Review a complaint management flowchart sample
March 7, 2019, Thursday 11.00am
Duration: 45 minutes