Complaints Handling2019-09-21T11:33:52+10:00

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 - Adelaide Adelaide
  • February 26, 2020 8:30 am
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Conflict Resolution & ADR - Sydney Sydney
  • March 4, 2020 8:30 am
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Conflict Resolution & ADR - Wollongong Wollongong
  • April 1, 2020 8:30 am
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Conflict Resolution & ADR - Melbourne Melbourne
  • April 22, 2020 8:30 am
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Conflict Resolution & ADR - Sydney Sydney
  • May 6, 2020 8:30 am
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Conflict Resolution & ADR - Brisbane Brisbane
  • May 6, 2020 8:30 am
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Conflict Resolution & ADR - Perth Perth, CBD
  • May 13, 2020 8:30 am
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Conflict Resolution & ADR - Canberra Canberra
  • May 20, 2020 8:30 am
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Conflict Resolution & ADR - Darwin Darwin
  • May 27, 2020 8:30 am
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Conflict Resolution & ADR - Hobart Hobart
  • June 17, 2020 8:30 am
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Conflict Resolution & ADR - Alice Springs Alice Springs
  • June 17, 2020 8:30 am
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Conflict Resolution & ADR - Sydney Sydney
  • June 24, 2020 8:30 am
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Conflict Resolution & ADR - Cairns Cairns
  • July 22, 2020 8:30 am
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Conflict Resolution & ADR - Adelaide Adelaide
  • August 26, 2020 8:30 am
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Conflict Resolution & ADR - South Pacific South Pacific - TBA
  • September 9, 2020 8:30 am
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Conflict Resolution & ADR - Sydney Sydney
  • September 16, 2020 8:30 am
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Conflict Resolution & ADR - Melbourne Melbourne
  • September 16, 2020 8:30 am
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Conflict Resolution & ADR - Brisbane Brisbane
  • October 21, 2020 8:30 am
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Conflict Resolution & ADR - Canberra Canberra
  • October 28, 2020 8:30 am
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Conflict Resolution & ADR - Sydney Sydney
  • November 18, 2020 8:30 am
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Conflict Resolution & ADR - Hobart Hobart
  • November 25, 2020 8:30 am
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Conflict Resolution & ADR - Perth Perth, CBD
  • December 2, 2020 8:30 am
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Upcoming Events

  • Mediation Training - Adelaide
    • Days 1 - 3
      February 26, 2020 - February 28, 2020
      8:30 am - 5:00 pm
    • Days 4 - 5
      March 2, 2020 - March 3, 2020
      8:30 am - 5:00 pm

      Multidisciplinary Participation ADC’s mediation training is suitable for participants from a broad range of professions and sectors including: business; government; law; tertiary academics and…

  • Conflict Resolution & ADR - Adelaide
    • February 26, 2020
      8:30 am - 5:00 pm

    Have you ever thought 'I could have managed that conflict situation better'? Or even better still, avoided it before it began! Conflict can occur in any contractual and personal…

  • Mediation Refresher Training - Adelaide
    • One day Mediation Refresher Training
      March 2, 2020
      8:30 am - 5:00 pm
    • One day Mediation Refresher Training
      March 3, 2020
      8:30 am - 5:00 pm

    This one day programme is intended for candidates preparing for accreditation or re-accreditation, mediators seeking to complete their CPD requirements and those seeking an opportunity…

  • Mediation Accreditation Day - Adelaide
    • March 4, 2020
      8:30 am - 5:00 pm

    Industry Approved Pathway to Australian National Mediation Accreditation Internationally approved by the Chartered Institute of Arbitrators 1-Day Accreditation Program ADC’s 5-day mediation course participants who…

  • Mediation Training - Sydney
    • Days 1 - 3
      March 4, 2020 - March 6, 2020
      8:30 am - 5:00 pm
    • Days 4 - 5
      March 9, 2020 - March 10, 2020
      8:30 am - 5:00 pm

    Your Mediation Training: choose the ADC difference How do you become a nationally accredited mediator, a more effective negotiator, a ‘mediation-skilled’ legal adviser, a more effective…

  • Conflict Resolution & ADR - Sydney
    • March 4, 2020
      8:30 am - 5:00 pm

    Have you ever thought 'I could have managed that conflict situation better'? Or even better still, avoided it before it began! Conflict can occur in any contractual and personal…

  • Mediation Refresher Training - Sydney
    • One day Mediation Refresher Training
      March 9, 2020
      8:30 am - 5:00 pm
    • One day Mediation Refresher Training
      March 10, 2020
      8:30 am - 5:00 pm

    This one day programme is intended for candidates preparing for accreditation or re-accreditation, mediators seeking to complete their CPD requirements and those seeking an opportunity…

  • Mediation Accreditation Day - Sydney
    • March 11, 2020
      8:30 am - 5:00 pm

    Industry Approved Pathway to Australian National Mediation Accreditation Internationally approved by the Chartered Institute of Arbitrators 1-Day Accreditation Program ADC’s 5-day mediation course participants who…

  • Dispute Resolution and the Abrahamic Faiths
    • Commencing 5.45pm AEDT - State & Territory Time Zones Apply
      March 19, 2020
      5:45 pm - 7:00 pm
  • Mediating in the Headlights of Litigation and Arbitration
    • 1 Day - Commercial Mediation Masterclass & Networking Cocktail Party (Eligible for 8+ CPD Points)
      March 25, 2020
      8:30 am - 5:00 pm
    • All 3 Days - Advanced Commercial Mediation Accreditation (Eligible for 25+ CPD Points)
      March 25, 2020 - March 27, 2020
      8:30 am - 5:00 pm
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