Complaint Handling & Conflict Management Workshop

Complaint Handling & Conflict Management Workshop
  • 30th May 2017
    08:30 - 15:45

What is the cost of complaints to business? Complaints dealt with positively win over customers and enhance the survival of the organisation.

Complaints are however often handled negatively and poorly with troublesome issues deflecting resources from “real work”.

Understanding how to manage complaints efficiently, handle conflict, take responsibility and deal with customers professionally are the key ingredients of this practical workshop.

Learning outcomes:
• Why handle complaints with correct conflict resolution skills?
• Sources of complaints
• Strategies to Manage Conflict
• Attributes required by Management for effective conflict management
• Documentation and telephone skills
• Impact of not meeting customer expectations through dealing with complaints
• How to effectively deal with conflict and anger management techniques

Course content:
Complaints and the Organisation
• Why handle complaints?

Understanding the Complaints
• What is a complaint?
• Sources of complaints
• Benefits of dangers of complaints

Understanding Customers
• Perspective
• Perception
• Expectation
• Dealing with emotion

Dealing with conflict
• Understanding the source of conflict and anger management techniques
• Understanding the relationship between conflict and the organisation
• Professional handling of conflict

Developing a complaint handling process
• People and the process
• Customer care competencies

Documentation and telephone & email skills
• Handling documents and turn-around time
• Capturing and responding to complaints telephonically and via email

Taking ownership
• Roles and responsibilities
• Ways to improve

Understanding failures of the system and how to avoid them
• Impact and causes
• People and system factors

Event organiser: Helga Smit on 021 402 4300 or email

Speaker profile:
Lionel Bourgeois
, from Vetta Communication, has a wealth of knowledge in the fields of sales, customer service and management.
Head hunted many times for his professionalism and ability to contribute meaningfully to careers in travel, technology, furniture and construction, he launched into opening VETTA Communication some 12 years ago to coach, mentor and train today’s complex workforce.
His mission is to offer all South Africans a clearer understanding of their positions, the need for growth and hope for a bright future.



Venue Phone: 0214024300

33 Martin Hammerschlag Way, Foreshore, Cape Town, Western Cape, 8001, South Africa