Fundamentals of complaint handling

Get the skills and confidence to effectively handle customer complaints and engage with complainants.

Who should attend
Frontline staff, supervisors and managers in public, community or private sector organisations who handle customer complaints.

Duration

• Pre-workshop online learning (1 hour)
• Facilitator-led workshop (4 hours)

Overview
This training covers complaint handling basics, including:

• the value of complaints
• best-practice approaches to complaint handling
• effective communication techniques for engaging with complainants.
• Participants get access to the NSW Ombudsman Learnbook online learning platform. This includes a detailed manual and other resources.

Structure
The workshop is in two parts:

1. Pre-workshop self-directed online module about the theoretical foundations of effective complaint handling. This includes:

a. self-reflection tasks

b. an online discussion forum with the facilitator and other participants.

2. Workshop led by the facilitator. This covers case studies and other real-world examples related to your professional experience.

Learning outcomes
As a learner in this training, you will:

• explore the value of effectively managing complaints in your organisation
• get an understanding of why people complain
• examine different types of complaints and complainant behaviours
• learn to identify, record and manage a range of complaints
• learn to apply workplace complaint-handling policies
• learn to manage your physical and emotional wellbeing in the face of complaints.

Fee

$550 +GST per person (standard)

Are you booking training for your team?

If you want to book training for more than 5 members of your team, please contact us to discuss your options: training@ombo.nsw.gov.au or call (02) 9286 1000.

We generally limit a workshop to 5 participants from any one organisation (except when the workshop is done in-house). This ensures a better experience for all learners. 

Community Service Provider and hardship discount

We offer discounts for community service staff and those agencies with obligations under the CS-CRAMA. If you would like to request a discount, including a discount due to financial hardship, please contact us at training@ombo.nsw.gov.au.

Dual workshop discount

We are offering a 20% discount for those who enrol in both the FCH and MUCC courses being run on the 13th of November 2024 in Tamworth.

Please contact training@ombo.nsw.gov.au to express your interest in enrolling in both courses and our team will provide you with an appropriate discount code to facilitate this.

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