What are the underlying drivers behind people’s need to complain?
Why do they get so agitated, even when they’ve had a high standard of service?
Complaint handling is hard, particularly where the person resolving the complaint is emotionally invested in the outcome. How a professional identifies and responds to client criticism can often head off, or lessen, the impact of a complaint.
High standards of ethical and professional conduct when engaging with clients who are in conflict are paramount in achieving a good outcome for all concerned and may, if done well, lead to increased client loyalty.
In this session, we’ll cover:
- Ethics and professionalism in the complaints context
- What is a complaint?
- How do complaints arise?
- How to avoid complaints escalating
Why should I attend?
Complaints are inevitable, but do not have to be bad news. Often, they can be valuable sources of information about how to improve your business, or the perception of your business. We will offer practical tips and methods for appropriately addressing complaints early.
Webinar Learning Outcomes
- Understanding of the need to remove emotion from the argument
- Techniques to engage with and diffuse both substantiated and unsubstantiated complaints.
Who should attend:
This introductory session is suited to all client-facing professionals including lawyers, solicitors, barristers, general or in-house counsel, accountants, financial advisers / planners across all industry sectors.
- Natalie Cameron, Lead Ombudsman (Investments & Advice) at Australian Financial Complaints Authority (AFCA)
- Nick Crowhurst, Ombudsman (Investments & Advice) at Australian Financial Complaints Authority (AFCA)