From: Neil McIntosh (neil@aragon.com.au)
Date: Thu Aug 14 2003 - 08:05:58 WST
ARAGON & ASSOCIATES
A People Development Company
COURSE NAME: CUSTOMER COMPLAINT HANDLING COURSE (FNBFS06B)
PROVIDER: ARAGON & ASSOCIATES: A Registered Training
Organisation (NTIS 1941) & Quality Endorsed Training Organisation (QETO)
DATES: 17th & 18th September 2003
COST: $520 (GST FREE) Includes a Two-day Course
with all materials, morning and afternoon refreshments and a light
lunch.
RELEVANCE TO THE PUBLIC SECTOR:
Despite the fact that many organisations have introduced a system to
manage complaints from members of the public, research shows that more
than half of customers feel more negative about an organisation after
they have gone through the complaint process, because of the way the
complaint was handled.
Customers usually evaluate the complaint process in terms of the
outcomes they receive, the procedures used to arrive at the outcomes and
the nature of the interpersonal treatment they received during the
process. Studies show that customers often have higher expectations of
the complaint handling process than they do of the standard service
experience and that complaints are frequently lodged when customers are
in heightened states of frustration and anger. This can result in a
client becoming abusive if their concern/complaint is not handled
correctly.
The Aragon Customer Complaint Handling Course aims to provide
participants with the knowledge and skills to effectively manage
customer complaints and thus reduce negative behaviour from members of
the public because of the way the complaint was handled. The course is
highly interactive and incorporates action based adult learning
techniques (including simulations using Aragon's professional actors).
RECOMMENDED FOR:
This course has been designed for staff and supervisors who as part of
their role are required to deal with customer complaints.
COURSE CONTENT:
The Customer Complaint Handling Course is delivered in accordance with
the Financial Services Training Package (FNB99) and consists of the
following unit:
FNBFS06B Resolve Customer Complaints
COURSE OUTCOMES:
At completion of this 2-day course participants should have a better
understanding of:
* Why customers complain
* Customer complaint behaviour
* Complaint handling processes and procedures
* Approaches to managing a complaint
* How to deal with the different behaviour styles of customers,
including the difficult or aggressive client
* How to prepare for and conduct an effective complaint management
interview
* Identifying resolution options which meet the needs of both the
client and the organisation
* Documentation and reports
COURSE DELIVERY
The delivery of this course consists of small group discussion,
practical exercises, and role-plays/simulations using Aragon's
professional actors as clients. It is highly interactive, uses the
principles of adult education and incorporates action based adult
learning techniques.
The approach focuses on the practical nature of the course and ensures
participants are able to watch demonstrations of the practical skills
involved in the course as well as being given ample opportunity to
practice the skills learnt. This course also provides individuals with
one-on-one feedback and support.
COURSE RECOGNITION:
This course is Nationally Recognised and delivered in accordance with
the Financial Services Training Package (FNB99). Participants who
successfully complete the course will be awarded the 'Resolve Customer
Complaints' (FNBFS06B) Unit. This unit may be applied as an elective
within a number of qualifications including the Certificate III
(PSP30199) or IV (PSP40199) in Government.
PREVIOUS COURSE COMMENTS:
'A necessity to improve quality service and handle situations with
confidence'
'I have learnt so much from attending this Course and I thought I knew
it all'
'Very innovative delivery approach with lots of opportunity for
practice'
'Very useful, practical and necessary training for anyone who has to
deal with clients'
'Educated me in separating my feelings and emotions from the situation
at hand'
'Learnt skills - shown there are alternatives, choices, better ways to
deal with people previously thought impossible to deal with'
NEXT COURSE DATES
18th & 19th November 2003
COURSE VENUE
Aragon Training Rooms: 2nd Floor, 297 Hay Street, EAST PERTH WA 6004
CONTACT DETAILS:
Should you wish to register for this course or have any further queries,
please don't hesitate to contact Neil McIntosh or myself on the number
below.
Best Regards
Neil McIntosh
Manager
Training and Development
Aragon & Associates
Tel: +61 8 9221 9122
Fax: + 61 8 9221 9123
Web: www.aragon.com.au
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