08
SEP
Course Duration:
ONE DAY

Complaint Handling and Customer Retention

Organisations spend huge amounts of money on trying to attract new clients. Yet, it is far easier and less costly to retain the ones we already have. Most unhappy customers don’t complain: they just never return. A complaint is a unique opportunity to improve our services and turn someone into a lifelong client.

This practical and engaging course explores what it takes to retain our customers and how the way we handle complaints can impact the quality of our services and overall organisational success.

Using the CLIENT model of complaint handling, we explore how to receive feedback with professionalism and grace, and focus on retaining the customer. We also explore how organisations typically lose customers and how smart organisations retain them.

Driven by the mantra “under promise, over deliver”, skills developed include:

  • Amazing customer care
  • Communication tools
  • Client empathy
  • Telephone tips
  • The CLIENT approach to complaint handling:
    Calm
    Listen Actively
    Identify problem and action
    Empathise
    Next Steps
    Timing

This course includes

  • Engaging, up-to-date materials.
  • Take-home reference package and free online resources.
  • All day catering and beverages - with dietary needs catered for.
  • Certificate of attendance.

Venue

Evolve Events
Suite 9, 150 Hay Street
Subiaco 6008

Click here for further details regarding parking, transport and location.

Our venue is wheelchair accessible, including toilets. However, if you have any special access needs or would like any support or adaptations to make learning easier for you, please let us know.

SCHOLARSHIPS

We offer a small number of scholarships to those who would otherwise be unable to afford to attend.

Scholarship recipients pay a nominal fee of $35 toward catering and materials.

Click here to apply.

PRICES

Standard | $285
Corporate and Government

Non-Profit/ Individuals | $185
Staff of non-profit organisations, micro-businesses with less than 5 staff and self-funded waged individuals

Concession | $125
Concession Card Holders paying as individuals

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