Research demonstrates that reputation is built and lost from the most recent customer experience.
The way you handle a complaint can turn a negative experience into a positive one.
If a customer feels strongly enough to make a complaint, the feedback you receive is worth its weight in gold. It is in the moment, it's current and it's real. A complaint is a gift, a golden nugget of opportunity.
This online workshop considers the skills required to respond to complaints successfully, improve customer care, customer satisfaction, and complaint resolution.
What you'll gain from this workshop:
Who should attend this workshop?
Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Use our add to calendar option to check if a time difference applies and to adjust to your location.
The workshop takes a blended learning approach.
What we'll cover
Jo is an accomplished, enthusiastic and motivational facilitator and public speaker who prides herself on delivering memorable training that translates to the workplace. She utilises accelerated learning techniques to deliver lively, interactive and engaging online and in person workshops.
Having worked in leadership roles for some of the largest social housing providers in the UK and Australia, Jo has a wealth of experience of working remotely and successfully leading remote and dispersed teams.
Jo holds an ILM Certificate in Coaching a BSc Honours degree from De Montfort University and a Certificate in Learning and Development.
Where applicable, GST will be applied