Complaints Handling

Do you handle complaints or deal with difficult clients?

Managing complaints effectively is essential for the success of any business, government department or not-for-profit organisation.  Learn how to deal with difficult clients, understand service recovery strategies and build customer loyalty by turning a negative situation into a positive experience.

ADC’s Complaints Handling training is a one-day course designed for anyone dealing with clients. Our complaints handling course is interactive, fun and relevant to staff at any level whose job it is to successfully manage the customer experience; be that face-to-face, over the phone, via email or web-based contact.

This course equips participants with skills to:

  • Adopt a confident and positive approach when dealing with complaints
  • Develop strategies to manage angry customers more effectively
  • Identify what dissatisfied customers say, do and want
  • Diffuse difficult situations
  • Develop complaints management processes
  • Identify the link between complaining customers and continuous business improvement
  • Apply an 8-Step process to manage complaints effectively and use them as a business opportunity

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Event Venue Date
Conflict Resolution & ADR - Sydney Sydney
  • September 18, 2019 8:30 am
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Conflict Resolution & ADR - Cairns Cairns
  • September 25, 2019 8:30 am
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Conflict Resolution & ADR - Brisbane Brisbane
  • October 24, 2019 8:30 am
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Conflict Resolution & ADR - Alice Springs Alice Springs
  • October 30, 2019 8:30 am
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Conflict Resolution & ADR - Hobart Hobart
  • November 20, 2019 8:30 am
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Conflict Resolution & ADR - Sydney Sydney
  • November 27, 2019 8:30 am
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Conflict Resolution & ADR - Melbourne Melbourne
  • December 11, 2019 8:30 am
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Conflict Resolution & ADR - Sydney Sydney
  • January 15, 2020 8:30 am
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Conflict Resolution & ADR - Canberra Canberra
  • January 16, 2020 8:30 am
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