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Dealing with Customer Service Incidents and Complaints

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#customerservice

Dealing with Customer Service Incidents and Complaints

Webinar
Presented by Dante St James

Failing to realise the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Business must be able to address the needs of customers in an effective manner to succeed.

This webinar shows the proper procedures and processes needed to provide efficient client service. It covers how to improve customer relationships to reduce conflict and enable a level of service excellence for your business. You'll also learn how to provide accurate documentation for incident reporting.

What you’ll learn:
- recognise the typical steps in the process of dealing with a customer
- recognise the four actions in documenting an incident
- sequence the steps in the incident management process
- match incident measurement metrics with examples of what they measure
- identify techniques for dealing with abusive or irate customers
- match customer issues with the appropriate escalation approach
- identify the elements that need to be included in customer feedback

about the presenter

Dante is currently Head of Digital at Treeti Business Consulting, founder of digital agency, Clickstarter, and an experienced speaker, presenter and training across media, marketing and technology.

With a background in both digital and traditional media since 1996 when he was still studying Medicine, Dante is now one of just 7 accredited Facebook Community Trainers in Australia and the only person in Australia to have also added certification in Facebook's Digital Marketing Associate, Marketing Science, Media Planner and Media Buyer courses.

Also a Google Digital Springboard program partner and holder of some 82 individual technology certifications, he is a highly capable advisor across Digital Marketing, Social Media, CRM systems, workflow management, GSuite and office productivity tools, desktop security, Websites, Search Engine Optimisation (SEO), eCommerce, Instant Communication and leveraging technology for small businesses of all types.

Qualifications:

  • Doctor of Medicine (WSU) - 1998
  • Master of Medicine (Rural Generalism, WSU) - 2000
  • Bachelor of Psychology (Honours, WSU) - 1998
  • Master of Clinical Psychology (PhD WSU) - 2000
  • Bachelor of Business Information Systems (UNSW) - 2016
  • Master of Business Information Systems (UNSW) - 2016
  • Certificate I in Information Digital Media and Technology (OTEN TAFE NSW) - 2008
  • Certificate II in Information Digital Media and Technology (OTEN TAFE NSW) - 2008
  • Certificate III in Information Digital Media and Technology (OTEN TAFE NSW) - 2009
  • Certificate IV in Information Technology (OTEN TAFE NSW) - 2010
  • Certificate IV in Digital Media Technologies (OTEN TAFE NSW) - 2011
  • Advanced Diploma of Information Technology Business Analysis (OTEN TAFE NSW) - 2012
  • Certificate IV in Web-Based Technologies (TAFE NSW) - 2013,
    Foundation Certificate in Professional Marketing (CIM UK) - 2016
  • Foundation Certificate in Professional Digital Marketing (CIM UK) - 2016
  • Certificate in Professional Marketing (CIM UK) - 2017
  • Certificate in Professional Digital Marketing (CIM UK) - 2017
  • Diploma in Professional Digital Marketing (CIM UK) - 2018
  • Postgraduate Diploma in Professional Marketing (CIM UK) - 2019
  • Statement of Attainment in Cyber Security (TAFE NSW) - June 2020
  • Facebook Australia & New Zealand Certified Community Trainer (Facebook) - February 2019
  • Facebook Blueprint Certified Digital Marketing Associate (Facebook) - July 2019
  • Facebook Blueprint Certified Media Planner (Facebook) - September 2019
  • Facebook Blueprint Certified Media Buyer (Facebook) - November 2019
  • Facebook Blueprint Certified Marketing Science (Facebook) - February 2020
  • Digital Springboard Accredited Trainer in Skills for Work (Google & Infoxchange) - April 2019
  • Digital Springboard Accredited Trainer in Skills to Boost Your Career or Business (Google & Infoxchange) - April 2019
  • Digital Springboard Accredited Trainer in Skills for Starting Your Own Business (Google & Infoxchange) - April 2019

Photo of ASBAS advisor, Dante St James.

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