Your fortnightly e-newsletter from SOCAP Australia - 23 September 2014
Creating Momentum

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The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. ~ John Russell  

 

Letter Writing for Complaints is back. We are running Steve Simpsons' UGR's� Master Class and we have our Courageous Conversations tour with Mark Moore in Gosford, Sydney and Melbourne.  In addition to these we are already planning for 2015 so don't forget to complete one of our surveys below.

 


Your SOCAP membership helps complaint professionals feel like they belong.  Want to sign up your entire team? Call or email - 03 8102 9104or socap@socap.org.au for more information.
SOCAP Australia - working together for better complaint management
 
Consumer Directions September edition   
Our quarterly publication for financial members Sept 2014 Consumer Directions

  • September Consumer Directions
  • Hard copy in the mail to financial members

In this edition we wrap up the highlights of the 2014 #Prevention Symposium,  pay tribute to our three worthy award winners, get an update on the professional framework for complaint handlers and talk about those crucial conversations we all need to have at some stage. Enjoy the great reading in your spare time! 
 Download your copy here  (member login required) 
Once again, call or email if you want information on how to join SOCAP so you receive Consumer Directions automatically  03 8102 9104 or socap@socap.org.au.

 
Help bring SOCAP projects to life   
Join a Working Party we need you, join a working party

  • Symposium Working Party
  • Government Working Party
  • Meet via phone
     
Thanks to our many members who volunteer their time to actively participate on one of our many working parties.  Their support and enthusiasm is invaluable for the projects that SOCAP offers. 

The following working parties are already underway.
- Symposium - planning for our 2015 Symposium is already underway. This group meets for approximately an hour with some 'homework' to be completed in between times. If you would like to join this working party please let us know.

- Our Government Group is also seeking like minded members from the Government sector to join it.  This group meets monthly to discuss issues pertinent to the sector and advise SOCAP on relevant programs.

To join either of these Working Parties or talk more please contact the SOCAP office on 03 8102 9104 or email  socap@socap.org.au
 
Meet two of our SOCAP Award winners
SOCAP Soundbytes for members  
 
 
  • Lifetime Achievement Award, Clare Petre, EWON
  • Stellar Achievement Award, Lorna Andrews, DHS
Congratulations go to Clare and Lorna on being 2014 SOCAP Award recipients.
 
Clare Petre, Ombudsman, EWON has dedicated her professional life to consumer affairs, getting fair
outcomes for consumers and improving the way businesses deliver consumer goods and services, and manage complaints.

Lorna Andrews, National Manager, Quality and Customer Complaints, Department of Human Services successfully developed and implemented the complaints model for the Child Support programme which the ANAO and Commonwealth Ombudsman have acknowledged as being of high standard and this model is highly respected across the Child Support programme.

Please check out these short SOCAP Soundbyte interviews. Headset or speakers required.
 
Listen here (member login required)
Do you think you would make a good interview candidate? Call or email 03 8102 9104 or socap@socap.org.au
 
Brand new e-book series for SOCAP members           
The Insider's Guide to Complaint Management  

  • E-book Series 
  • The Insider's Guide
  • Part 2: Tactical, Practical Strategies
  • Simply download to your smart device of choice! 

SOCAP is pleased to offer members part two of our e-book The Insider's Guide to Complaint Management.

The second in a series of three, our e-book is a collection of "how to" flavoured articles previously published in Consumer Directions, our quarterly member publication.   

 

This second book contains the following articles:

  • Undertaking root cause analysis and acting on the information
  • How to prevent customer switching
  • Self-service: making it work
  • Triage: from hospital to the call centre

SOCAP Australia would like to acknowledge the contribution of our members and other experts to these articles, who have generously shared their views and expertise both as interviewees and in some cases, authors.

Download and save (member login required)

 
What issues will you and your team face in 2015?  
Complete our short survey and go in the draw 

  • Takes less than 5  minutes
  • Closes Monday 6 October
  • Free 2015 Symposium registration up for offer

 

SOCAP is currently planning for the next 12 months.  To assist us in providing you with the most relevant content and best possible services please take a few minutes time to complete our survey.  We are keen to know your answers to a few specific questions including "what major issues you and your team will be facing in 2015".  


Don't forget that to sweeten the pot we are offering a prize. Details in the links below.   Please select the relevant survey.    

  Thanks for your input.  

 
New Whitepaper: Customer Journey Mapping  
What is it and how do we use it?    
CJM
  • Popular Symposium workshop
  • Customer Journey Mapping
  • Bought to you by TMI Australia
Our Customer Journey Mapping workshop at the 2014 #Prevention Symposium was highly popular, with many attendees delighted with the tools they could take back to their offices and put into use immediately.

Customer Journey Mapping is a tool that is used extensively in the customer experience field whereby someone shadows a customer so as to observe what they experience at each step along their interactions with your company.
John Sabatino, CEO TMI Australia has summarised CJM in this whitepaper.  Click through to read
 

In this Issue

Three workshops
Consumer Directions out now!
Working Parties need your help
Meet Clare Petre & Lorna Andrews
Part two of our E-Book
Take our Survey
New Whitepaper: Customer Journey Mapping
 



Letter Writing for Complaints - 23 Oct Sydney, 22 Oct Melbourne

Transforming Workplace Culture Executive Masterclass with Steve Simpson - 29 Oct Sydney, 30 Oct Melbourne

Courageous Conversations for Complaints - 17 Nov Gosford, 2 Dec Sydney, 4 Dec Melbourne

Advanced Mediation with Monash
Accreditation A -16 to 18 Oct Melbourne
Accreditation B  - 20 to 22 or 27 to 29 Nov Melbourne

 

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Awards for Excellence

 
 
Useful Links

Podcasts & SOCAP Soundbytes 

   

Searchable archive 

  

Employment Opportunities 

  

Consumer Directions back issues 

 

 SOCAP Awards for Excellence in Consumer Affairs    

 

Check out our new YouTube channel 

 

   

  

 

Key Sponsors 

SOCAP Australia thanks its following key annual sponsors.

 

Nestle    



Yours in consumer affairs,

    


Amanda Blesing (CEO) 

  

SOCAP Australia
 

Working together for better complaint management 

 

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 SOCAP Australia - Suite 203A, 757 Bourke Street Docklands VIC 3008

Postal - 203B, 757 Bourke Street Docklands VIC 3008 

Phone: 03 8102 9104  Fax: 03 8456 5987 

 

socap@socap.org.au  www.socap.org.au  

president@socap.org.au 

 

   

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The information provided on this website is for use of a general nature only and is not intended to be relied upon as, or to be a substitute for, specific professional advice. No responsibility for loss occasioned to any persons acting on or refraining from action as a result of any material in this publication can be accepted.