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Two Complaint Handling Workshops are offered at a Melbourne CBD venue from 9am to 5pm:

Module 1 – discusses the fundamentals of complaint handling, new trends and issues, the impact of social media on conflict, understanding conflict, why customers are unique and have different needs, identifying the underlying issues, micro skills on the phone and face to face, managing high need complainants, breaking impasses and reality testing skills.

Module 2 – builds on the skills learnt in Module 1. Attendance at Module 1 is a prerequisite for attending a Module 2 session. Topics covered include: identifying issues; building rapport; 1st, 2nd and 3rd position; telephone complaint handling – preparing for a negotiation, dealing with the concerned complainant over the phone, self-awareness and skills development; what pushes your buttons; preparing for a negotiation – the Harvard 7 Element Negotiation Prep Tool, and insights into how other industries deal with complaints.

Cost is $500.00 per module (GST inclusive). A training manual and catering throughout the day will also be provided.

Next Workshops

The next EWOV/Nina Harding complaint handling workshops will be on the following dates:

  • Tuesday 19 November – module 1
  • Wednesday 20 November – module 2

To register yourself or your staff (maximum 3 attendees from any one organisation), please email by Monday 14 October. 

*Please note the information below regarding cancellations*

Registration Numbers Update 

To maximise the number of scheme participant organisations taking part in these popular workshops, we will now accept maximum 3 attendees from any one organisation per module.

*Please note information below regarding cancellations*

  • Cancellation and Invoicing Policy

    Invoices for Complaint Handling Workshops will be emailed to Scheme Participants who nominated themselves/their staff four (4) weeks prior to the commencement of the workshops.

    Payment is required within 14 days from receipt of invoice.

    Once payment has been received, fees will not be refunded if a registered attendee is no longer able to attend.

    We will, however, swap the name of a registered attendee for that of another person if the former can no longer attend. Minimum notice of 3 business days prior to the commencement of workshops should be given in such instances.

  • Non-Attendance (no show)

    If a registered attendee fails to arrive on the workshop day, fees will not be refunded or allocated to a future workshop.

  • Cancellations before Invoices are Sent

    Notifications of cancellations prior to invoices being sent out to Scheme Participants should be made in writing to