Complaints are a gift… if they are properly unwrapped. This session will help your people to see complaints through a new lens, turning what can be a heart sinking moment into a positive experience for your customers and themselves. When people hear the words ‘I want to complain’ they can become defensive and this can make the situation worse for the customer and break their trust in your organisation. But what if your people welcomed complaints and saw them as an opportunity to deliver a GREAT experience and strengthen their customer’s loyalty to your organisation?
This workshop will help your people to:
- Recognise the personality styles and how they show up under pressure, adapt their own style to give the customer what they need from the interaction
- Ask questions to uncover the cause of the complaint and the impact the situation is having on the customer
- Give a sincere and genuine apology and pitch the resolution with accountability
Anyone in a customer-facing role who has attended the GREAT customer service workshop.
A highly interactive and practical session, using real scenarios relevant to your people in their role. Your people will learn three key strategies that will help them to write engaging customer communications, whatever the form of the interaction.
Option 1 – Face-to-face
A half-day session for a group of up to 12. The session is approximately 3-hours and each participant will receive a printed take-away summarising the three strategies.
Option 2 – Virtual
A 90-minute session for a group of up to 12. The virtual option is just as interactive and each participant will receive a PDF take-away summarising the three strategies.
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!