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CoGG Aquatics Procedures 2.pdf

CoGG-Aquatics-procedures-2.pdf
Preview of CoGG Aquatics procedures 2
🔗 Source: sydneyweeds.org.au
📊 Size: 159 KB
👤 Author: eddy
⬇️ Downloads: 100

Summary

Council has a policy for resolving customer complaints and handling customer aggression at Aquatics Centres. Staff are expected to handle complaints with sensitivity and expedience, using good verbal and non-verbal listening skills, empathetic statements, and clear explanations of policies and procedures. If a customer becomes abusive, staff should remain calm, acknowledge the issue, and offer help, escalating the call to a Duty Manager if necessary. In face-to-face complaints, staff should assess the intensity of the complaint, display good listening skills, and explain relevant policies or courses of action. For mid to high-level complaints, staff should attempt to de-escalate the situation, and in cases of aggressive behaviour, prioritize safety, use de-escalation techniques, and consider involving police if necessary.

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Description

Council has a policy for resolving customer complaints and handling customer aggression at Aquatics Centres.

Technical Information

  • File Format: PDF
  • File Size: 159 KB
  • Pages: 2
  • Language: EN
  • Author: eddy
  • Total Downloads: 100
  • Last Updated: 4 weeks ago

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