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Customer Service & Complaint Management - November 2017

The Junction Neighbourhood Centre Inc.

Wednesday, 15 November 2017 from 9:30 am to 12:30 pm (AEDT)

Customer Service & Complaint Management - November...

Ticket Information

Ticket Type Sales End Price * Fee Quantity
CHSP/Disability funded services volunteer 08/11/2017 Free $0.00
CHSP/Disability funded services staff 08/11/2017 $50.00 $1.99
Non-CHSP/Disability funded services volunteer 08/11/2017 $50.00 $1.99
Non-CHSP/Disability funded services staff 08/11/2017 $100.00 $2.99
* Prices include GST

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Event Details

Course overview

With the aged care reforms and consumer directed care now more than ever organisations have to be sure that all of their team members have exceptional customer service skills!

The way that you communicate with clients and stakeholders has a direct impact upon your business.
Come along to this 3 hour workshop to explore what makes for GREAT customer service and learn from The Better Practice Guide to Complaint Handling in Aged Care Services how best to respond to complaints when they occur.

This workshop will include the following topics:

  • What makes for GREAT customer service?
  • Respectful Communication
  • Telephone Do’s and Don’ts
  • Improve your understanding of empathy, body language & active listening
  • Complaints and workplace culture
  • The Better Practice Approach to Complaints Handling
  • Role of the Aged Care Complaints Commissioner
  • Awareness of your triggers and hotspots
  • Advocacy
  • Resources available

Who should participate?

Hurry bookings close 5pm

Wednesday 8th November 2017



 About the facilitator

Deb Helmrich is an experienced and accredited trainer and qualified Social Worker. Deb applies her extensive experience in the Aged and Disability Sector to all of her training, drawing on scenarios and anecdotes to create an inclusive and relavant training experience. Currently employed with the STARS Training Team, Deb is also an active member of the Southern Sydney Connection with VAST.

Have questions about Customer Service & Complaint Management - November 2017 ? Contact The Junction Neighbourhood Centre Inc.

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When & Where

Australian Unity
Level 4, 806-812 Anzac Parade
Sydney, NSW 2035

Wednesday, 15 November 2017 from 9:30 am to 12:30 pm (AEDT)

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The Junction Neighbourhood Centre Inc.


The Junction Neighbourhood Centre (JNC) provides a diverse range of services and support to disadvantaged groups across local government areas in Bondi Junction (Waverley), Randwick and Maroubra. Operating for 40 years, JNC has continuously strived to provide responsive and meaningful services to meet identified community needs and seek to develop community participation in the development of these services.

As a basic introduction, The Junction Neighbourhood Centre Inc. is a not for profit organisation resourced through government funding from Department of Social Services, NSW Family and Community Services, local government, community grants, donation, and some sponsorship.

We provide specialist services for familiesolder people, people with disabilities and their carers; facilitate the recruitment, training and referral of volunteers for Commonwealth Home Support Program (CHSP) in the City of Sydney and eastern suburbs; work with the Aboriginal and Torres Strait Islander communities in the Randwick LGA, run social inclusion groups & classes for people who are socially isolated; and organise practical assistance with outreach services including financial counselling, tax help etc.

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Customer Service & Complaint Management - November 2017
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