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The Art of Handling Difficult Customers
COMPLAINTS and NEGATIVE feedback is the great engine for IMPROVEMENT...
Turning Complaints into ComplimentsICSP Breakfast and Half Day Workshop March 25th 2010
So don't miss out on the Breakfast after all ... !!!!
Learn how organizations collect and use feedback …it can say more about them than their mission statement !!!
" Tell someone who cares... "
Breakfast Key Note Speaker:
Tony McMahon - General Manager, Dispute Resolution & Reduction - Consumer Affairs Victoria
Phil Prosser CEO & Founder Feedback ASAP
Phil Prosser is a leading International guru in measuring service.
His passion and drive has taken Customer feedback to an extraordinary level that is leading the world with
capturing what customers really do think about our service ‘warts and all”
Expert Panel
Steve Begley - Training Manager - Customer Contact Solutions - Salmat
Vicki Shields - CEO- Vicki Shields Consulting
Tony McMahon - General Manager, Dispute Resolution & Reduction - Consumer Affairs Victoria
- Are we actively listening ?
- What are we doing with the feedback ?
- Are we treating it as a problem or an opportunity ?
- How are we managing the follow up?
ICSP Breakfast and Half Day Workshop March 25th 2010
These events have been designed to enhance and share with your teams some unique case studies and proven quick and easy strategies in learning how to cope with difficult behaviors...
Dealing with Difficult Customers – Workshop presented by Tricia Olsen
By Participating in this Workshop you will discover powerful yet simple strategies that will assist you and your team to cope more easily and effectively with people who are perceived to be ‘difficult'.
The Workshop will offer an informative mix of expert knowledge and practical examples.
Workshop Outline:
RACV Club - Melbourne Only.This program is also available for In House Programs - please email
us to find out more : This e-mail address is being protected from spambots. You need JavaScript enabled to view it
- Understanding why today's changes in the business environment have made our customers more demanding;
- Learn the true value and importance of Soft Skills vs. Hard Skills in dealing with difficult customers;
- Identify effective strategies in coping with the seven most recognized patterns of difficult behavior;
- Encourage a willingness to develop empathy and change in our attitudes to reduce the impact of conflict;
- Develop effective communication skills that can be applied when dealing with people who are difficult.
Workshop: Registration 9:15am Workshop 9:30am Finish 11:30am
Workshop immediately follows the Breakfast on Chancery Lane(CL) Level, Theatrette. RACV Club.
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7.00am Registration / 7.30am Breakfast - 9.00am Finish |
ICSP Members: $70.00pp / ICSP Members: Table of 10: $650 Non Members: $90.00 / Non Members Table of 10: $ 850 |
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Workshop: |
9.15 Registration / 9.30am Start - 11.30am Finish |
ICSP Members: $100.00 / ICSP Members: 4 or more : $80.00 pp |
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Non Members: $130.00 / Non Members: 4 or more : $ 110pp
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Breakfast & Workshop: |
7.00am Registration -11.30am Finish |
ICSP Members: $150 / ICSP Members: 4 or more : $130 pp |
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Non Members: $190.00 / Non Members: 4 or more : $160pp |
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Retaining and Attracting Top Talent for 2010
ICSP April Breakfast
New Research from CareerOne indicates that the widely predicted surge in labour mobility following the global financial crisis is unlikely to hbappen.CareerOne's annual employee survey canvassed 1,000 workers during January, in a poll conducted by an independent research agency The Acid Test...
Michael Harvey, CEO of CareerOne, will share the key highlights from CareerOne's 2010 Hunting the (Hidden) Hunters research report, which suggests that contrary to the predicted opening of candidate floodgates, people will be more considered when changing jobs in 2010... Don't miss this great breakfast...
Book Now: April registration Form
7.00am Registration and Networking 7.30am Breakfast -9.00am Finish
Tuesday 20th April 2010 - Tattersalls Club, 215 Queen Street , Brisbane
Wednesday 21st April 2010 - Novotel, Rockford Darling Harbour , 17 Little Pier Street , Darling Harbour
Thursday 22nd April 2010 - RACV Club, Level 2, 501 Bourke Street , Melbourne
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The NEW 2010 ICSP Award Categories
What makes the ICSP Awards different to any other Awards?
You only ever compete against best practice…
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ICSP Business Awards
ICSP Individual Awards
ICSP Special Awards
• ICSP International Outstanding Individual Service Award Please email for further information… This e-mail address is being protected from spambots. You need JavaScript enabled to view it _________________________________________________________________ Up & Coming Events: Call to Excellence Optimising contact centre operations and customer experience to maximise your Event Date: 19-20 Apr 2010 |