Learn strategies and skills to manage unreasonable complainant conduct around service complaints effectively and confidently.
Duration
3-Hours
Location
In-House and Online
How to attend this workshop
In-House Workshop
If you have eight or more people interested in attending this workshop, our in-house training is tailored to your learning needs and offers great value for money.
In-house workshops can be delivered online or face to face!
Online Public Workshop
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Self-Paced e-Learning
Complete this course online in your own time by enrolling in the self-paced e-Learning course.
Learn more and enrol by clicking the button below.
A service complaint is a great opportunity for customer feedback. Good customer service strategies actively welcome, respond to and learn from complaints.
Complainant conduct is unacceptable or unreasonable if it involves actions or behaviours, which because of the nature or frequency, raise substantial health, safety, wellbeing, resource or equity issues for the organisation, its staff, other service users or the complainant themselves.
Unacceptable behaviour, often referred to as “vexatious complainants” can take up a disproportionate amount of an organisation’s time and resources.
This workshop provides staff with specific strategies and skills to manage unreasonable complainant conduct and situations around service complaints effectively and confidently.
Course Outline
This online workshop takes a blended learning approach.
- A 3-hour fully interactive online Zoom session: join the Zoom session from any device, laptop, desktop, tablet or mobile phone
- Upon completion, gain access to online self-study materials to reinforce learning