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How to Manage Difficult Customer Behaviour
Strategies to deal with difficult customer behaviour
Full day workshop
Managing relationships is an ongoing concern for all individuals working in the area of complaint handling.
Managing relationships where the behaviour of the customer is considered to be difficult adds a further level of complexity, can be stressful for staff and is a drain on both time and resources. This workshop focuses
on strategies to deal with difficult customer behaviour, tools to defuse difficult behaviour and conflict both
before and after it escalates, pus strategies for management to implement.
During this workshop you will practise a range of helpful tools and skills via role-plays and interactive
exercises plus have the opportunity to exchange experiences and knowledge about managing challenging
customer behaviour. Specific topics include:
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Why some customers display difficult behaviour,
The associated emotions and behaviours,
Strategies to assist you and your staff to manage difficult customer behaviour, and
Support strategies for teams and staff who deal with difficult customer behaviour.
Your expert facilitators are both brought to you by TMI Australia
> Dr Kerry Merberly is skilled in understanding and developing behaviour and mindsets that create high
performance. With a background in training and organisational development roles, Kerry has worked across
diverse industries including transport, utilities, education, pharmaceutical, insurance, banking and finance.
> Lyndall Dugdale has extensive experience in both the corporate world and private consulting, facilitating
and training. Her specialities include problem solving, conflict resolution, negotiation skills, customer focus,
complaints handling and communication skills.
Sydney:
Brisbane:
Melbourne:
Perth:
Time:
Friday 12 April, CBD venue to be confirmed
Tuesday 16 April, CBD venue to be confirmed
Wednesday 24 April, CBD venue to be confirmed
Monday 6 May, CBD venue to be confirmed
9am to 5pm (registration from 8.45am)
Cost*
(inc GST): Member—$550
Non member - $660
*Includes workshop materials, tea/coffee on arrival, morning/afternoon tea & lunch
(please refer to our website for cancellation policies, multiple bookings and travel discounts)
To register online go to: www.socap.org.au
Proudly sponsored by:
Difficult Customer Behaviour Workshops
Registration Form/Tax Invoice ( or register online at www.socap.org.au )
Note: Bookings for more than one attendee must be received in the same fax/envelope at the same time if applying the multiple booking discount. Please photocopy if additional forms are required and also keep a copy for your records.
Attendee Name:
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Additional Comments:
Attendee 2:
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Please register me for:
Member
Non-member
 $550
 $550
 $550
 $550
 $660
 $660
 $660
 $660
Prices include GST
Managing Difficult Customer Behaviour
Sydney: Friday 12 April 2013 - 9am to 5pm
Brisbane: Tuesday 16 April 2013 - 9am to 5pm
Melbourne: Wednesday 24 April 2013 - 9am to 5pm
Perth: Monday 6 May 2013—9am to 5pm
Total
$
Multiple Booking, Travel Discounts & Hardship Policy
These options are available to eligible participants as follows:
5% discount when 3 or more participants from an organisation attend the same workshop
5% discount if a participant has to travel over 150km to attend the workshop.
Payment details
10% discount if a participant has to travel over 350km to attend the workshop.
 Please invoice me for $
SOCAP Australia has a hardship policy for vulnerable and disadvantaged consumer
 I will make EFT payment into SOCAP Australia ’ s account
groups and consumers. Please contact SOCAP Australia for more information.
Cancellation Policy
The closing date for registrations is seven days prior to the date of each workshop. All
payments must be received prior to workshop commencement. Registrants unable to
attend may send a substitute at no extra charge—please advise the SOCAP office as
BSB: 033-157 Account #: 175184
 I have enclosed a cheque for $
 Please charge $
( p lease select )
soon as possible. Alternatively, a full refund minus a 10% administration fee, will be
issued. Regrettably, SOCAP Australia cannot accept any cancellations or issue any
made
payable to SOCAP Australia
to my credit card
Visa
MasterCard
Credit card number:
refunds if notified less than five business days from the workshop.
Workshop Changes
Expiry:
SOCAP Australia reserves the right to make changes to content and facilitators, or to
cancel sessions if enrolment criteria are not met or when conditions beyond our control
prevail. Every effort will be made to contact each attendee if a workshop is cancelled. If
a workshop is not held for any reason, our liability is limited to the workshop fee only.
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Privacy Policy
Please refer to our website for details.
TAX INVOICE upon payment of the fees
Date of issue: 27 February 2013 SOCAP Australia ABN 20 058 477 017
Suite 205, 757 Bourke Street, Docklands, VIC 3008 Ph: 03 8102 9104 Fax: 03 8456 5987
Email: [email protected] Website: www.socap.org.au
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