Delivering client advice and managing client complaints - AU

The session aims to examine tools and techniques to manage in a systematic way good client relationship complaint management with a view to reducing business risk and stress and improving client satisfaction and self-responsibility. The speaker will provide tools and identify ATO templates that will enhance client communication. Participants will learn about:

• liability shifting, which in fact is simply the client taking personal responsibility
• Strategies for early dealing with potential complaints will be discussed
• Identify the early stages of a complaint, and how to act before it becomes ‘official’
• Know what is a complaint that creates risk for them 
• Understand when to act and when to be quiet 
• Create complaint risk management strategies 
• Direct clients in a practical way.