Key outcomes
By the end of this course you will be able to :
- Understanding the importance of complaints and to see them as opportunities
- Identifying moments of truth and awareness of the emotional scale
- Flight and fight what are your responses, how to stay rational
- Assertiveness and key communication skills, such as listening, power questions, body language etc.
- Using YES to say no!
- Conflict resolution
- How to use building language and avoid blocking language
- How to build trust with customers
- How to deal with abusive customers
- How to respond to complaints by email
Highlights
The case for complaints
- Examples and statistics
- Demos by actors to look at customers feelings
Moments of Truth
- A series of scenes showing moments of truth in a relevant scenario
- Attitude and its effects on how we see the customer
- Your moments of truth: an exercise on identifying these in the participants work
Assertiveness
- Personal awareness:- What is your default position
- What is assertive behaviour
- Exercises on listening, questioning, body language and assertive language
Conflict resolution
- Introduction to a conflict resolution model
- Dealing with complaints by email
- Forum theatre performed by the actors where participants are able to direct and impact the scene
- Demos or role plays with actors.
Building trust and loyalty
- Service recovery and how it creates more loyalty
- Turning complaints into wow moments
