Managing Difficult Situations
What client questions will it answer?
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How to build confidence in responding to complaints and feedback from customers.
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How to guide customer expectations and deliver good and bad news more effectively.
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How to provide guidance on how to handle difficult situations including complaints.
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How to better understand how we can deliver the best possible customer experience.
Who will benefit from it?
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All Staff members who interact and/or external customers.
What are the Client deliverables
- How to handle difficult situations.
- Reflect and review to improve CX.
- Managing complaints successfully.
- The role you play.
- Integrating your CX strategy and complaints policy to deliver great CX.
- Good versus bad complaint handling.
- complaint versus feedback.
- understand customer expectations.
What is the format
- Half-Day Workshop.
- This workshop will conduct of theory blended with a range of individual, pair and group activities to consolidate learning.