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DEALING WITH CUSTOMER SERVICE INCIDENTS AND COMPLAINTS

Failing to realise the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers.
About this Event
Level : Beginner

Date/Time:

Monday, 19 April 2021

WA: 14:00 PM to 16:00 PM (AWST)

NT: 15:30 PM to 16:30 PM (ACST)

QLD: 16:00 PM to 17:00 PM (AEST)

Failing to realise the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Business must be able to address the needs of customers in an effective manner to succeed.

This webinar shows the proper procedures and processes needed to provide efficient client service. It covers how to improve customer relationships to reduce conflict and enable a level of service excellence for your business. You’ll also learn how to provide accurate documentation for incident reporting.

What you’ll learn:

1. recognise the typical steps in the process of dealing with a customer

2. recognise the four actions in documenting an incident

3. sequence the steps in the incident management process

4. match incident measurement metrics with examples of what they measure

5. identify techniques for dealing with abusive or irate customers

6. match customer issues with the appropriate escalation approach

7. identify the elements that need to be included in customer feedback

This workshop is brought to you by Business Station and AusIndustry under the ASBAS Digital Solutions Program

ABOUT THE PRESENTER

Dante St James is a Lead Trainer, accredited Marketing Science Professional, Digital Marketing Associate, certified Media Planner and Media Buyer with Facebook Australia & New Zealand. He is also a Training Partner for Google’s Digital Springboard, the Australian Government’s BeConnected program and the Australian Cyber Security Centre’s Stay Safe Online program. His background in digital technology, the media and owning his own small businesses has led to an approach that takes in the best practices from the world’s leading marketers, condensing the most relevant information into bite-sized pieces to help small businesses move forward without all the techno-jargon.

#customerservice

Important – Participating businesses must be aware that this information will be provided to the Commonwealth Department of Industry, Science, Energy and Resources for program evaluation and reporting purposes; and businesses may be approached by a representative from the Department to complete a survey on the services provided.

PLEASE NOTE: To register for this event you must be a business (0-19 employees) and provide your ABN.