Course Duration: 1 day

Complaint Handling and Customer Retention

Under promise, over deliver

Organisations spend huge amounts of money on attracting new clients, while it is far easier to retain those they already have. Explore what it takes to retain customers and learn how the way complaints are handled can impact service quality and organisational success.

Course Detail

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.

Driven by the mantra “under promise, over deliver” and 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.

Topics 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 resource package.
  • All day catering and beverages - with dietary needs catered for.
  • Certificate of attendance.
•Government •Community •Healthcare •Commercial •Education

Innovative professional development and community education training services

Group Bookings

Need this course, or something similar, for your team? We have separate group pricing for custom training.

Instead of attending a public course, it can be more cost-effective if we run this course for your team at your premises on a date of your choosing.

Contact us to discuss your specific needs & to obtain a quote.

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Upcoming Course Dates

Please take note of our training course refund terms & conditions.

Sorry, this course is not scheduled in our public calendar at present

We may schedule this course in an future semester. If you'd like to be kept up-to-date with our ongoing public-training program, please join our mailing list at the bottom of this page.

If you have a number of people who require this course, we have separate pricing for you. Please take a look at our custom training services where we can schedule and run this course just for your team.

If you have any other queries, don't hesitate to contact us.

 

Public training PRICES – 2023/2024

Our scheduled public training courses are held at our venue and include take-home course materials and all-day catering.

Price per person:

One-day courses: $315 Standard | $215 NFP | $145 Concession

Two-day courses: $540 Standard | $370 NFP | $250 Concession

Half-day courses: $190 Standard | $130 NFP | $85 Concession

  • Standard: Corporate and Government
  • NFP: Staff of non-profit organisations, micro-businesses with less than 5 staff and self-funded waged individuals
  • Concession: Concession Card Holders paying as individuals

 SCHOLARSHIPS FOR PUBLIC TRAINING

We offer a small number of scholarships to those who would otherwise be unable to afford to attend. Scholarship recipients pay a nominal fee toward catering and materials ($25 half day | $45 one day | $90 two days). Links to apply for scholarships are shown in individual events when available.

CUSTOM training PRICES – 2023

The prices below are valid until end of 2023. However, while 2024 will see a necessary price rise to keep pace with increasing costs, all custom courses booked by the end of 2023, with deposit paid, will be charged at 2023 prices regardless of when the course is delivered.

Custom courses for your organisation are suitable for groups of 6 to 24 people and include quality take-home materials and course customisation.

Price per group:

One-day courses: $2200 Standard | $1850 NFP

Two-day courses: $4400 Standard | $3700 NFP

Half-day courses: $1400 Standard | $1200 NFP

Contact us for a personalised quote.

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