Complaint Handling Process and Skills Session 2 3-6-21


1.00 CPD Hours

$89.00 +GST Retail
$74.00 +GST Learning Partner

Learn Module Detail

Presented by: Trevor Slater

Duration: 1.02

Complaint handling skills – interest based negotiation for early resolution

It is a well-known fact that early resolution of a complaint produces better outcomes.  Agreements are more likely to be long term and client retention is greatly increased.  

In this webinar we look into the skills and process of negotiation.  Attendees will learn the skills of negotiation from the positional based style to the interest based model and other techniques, including the importance of preparation and how your attitude may affect the outcome.

A complaint case study will be examined and attendees will be provided with tools to use when faced with a complaint negotiation.

The bonus of this webinar is that although it has a focus on early complaint resolution the skills are fully transferable to the provision of financial advice.



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