Minimising Resolution Time through Effective Investigation Techniques - Brisbane 1 November 2018

Brisbane City, QLD(AUS)
Thursday, 1 November 2018

Minimising Resolution Time through Effective Investigation Techniques - Brisbane 1 November 2018
Thursday, 1 November 2018 9:00 AM - 5:00 PM (Brisbane Time)

Saxons
300 Adelaide St
Brisbane City, QLD(AUS) 4000
Australia

Map and Directions



Emotional Intelligence for Complaints

Developing EI in your Complaint Team to enhance customer satisfaction


The field of Emotional Intelligence (EI) is well recognised as an essential leadership tool. Recent research now demonstrates that EI is critical in the customer care and complaint environment. Staff with greater than average EI are not only better performers as they deliver increased customer satisfaction, but also last longer in what can sometimes be a challenging environment, as they maintain a sophisticated balance of EI and technical complaint handling skills.

In this workshop you will cover:
  • What is Emotional Intelligence (EI)?
  • Why EI is important for staff in customer facing roles
  • Identifying and matching the core qualities of complaint handling against a renowned EI model
  • How to utilise EI in a complaint or customer service environment
  • How to build EI in yourself and others
  • Developing feedback skills for both internal and stakeholders.

Who should attend:

Ideal for team leaders, supervisors and managers in a complaint or customer service environment
, or anyone curious about EI and the role it plays in their professional performance

Click here to download a printable PDF registration form

Your expert facilitator:
Michelle Bihary, Psychotherapist, Trainer, Consultant and Director of The Delta Centre
Michelle has created a highly interactive and vibrant program for professionals to achieve resilience. Her Professional Resilience® program draws on the latest research in resilience, emotional intelligence, subjective well-being and happiness, leadership, psychology, energy and stress management, neuroscience, mindfulness and spirituality. Additionally, Michelle draws on her 30+ years as a Psychotherapist, Trainer and Consultant. Having worked extensively with executives and professionals for over three decades, Michelle has a deep understanding of what works.

Click here to download a printable PDF registration form

Cost
3 or more from the one company $600pp
Members $670
Non Member $780

Don't forget distance discounts are available

If this is relevant for your staff or colleagues, please click on the "Tell a Friend" link below the register button above right.
 

Contact Information

  • Michaela Edwards
    Membership Officer
    SOCAP Australia
    Phone: 02 8095 6426
    www.socap.org.au
    Email: socap@socap.org.au

Payment Instructions

  • All prices include GST
    SOCAP Australia accepts the following payment methods:
    Visa
    Mastercard
    Amex
    Purchase Order
    EFT Payment Details:
    SOCAP Australia
    Westpac
    BSB: 033-157
    Account: 175184
    Please make cheques payable to:
    SOCAP Australia
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