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EWOV/Nina Harding Complaint Handling Workshops - May event cancelled

Due to the COVID-19 (coronavirus) outbreak and in the interests of the health and wellbeing of scheme participants, EWOV has decided to cancel the upcoming May 2020 event.

Monies will be refunded in FULL to those who have registered and made payment.

EWOV will advise future event details when appropriate.

Two all-day workshops are conducted by Nina Harding, a dispute resolution expert with over 20 years’ experience in resolving business disputes.

Module 1 

  • fundamentals of complaint handling
  • new trends and issues
  • impact of social media on conflict
  • understand conflict, why customers are unique and have different needs
  • identify underlying issues
  • micro skills on the phone and face-to-face
  • manage high need complainants
  • break impasses
  • reality testing skills

Module 2
(module 1 attendance is a prerequisite to module 2)

  • identify issues
  • build 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
  • prepare for a negotiation – the Harvard 7 Element Negotiation Prep Tool
  • insights into how other industries deal with complaints

Cost

Each module costs $513.00 (inclusive of GST and TryBooking ticketing fee).