Driving Customer Advocacy and Complaint Resolution
About the program
Driving customer advocacy involves understanding your customers and meeting their needs. There is often a strong need in organisations to manage challenging situations that customers experience. This program equips staff with strategies to manage difficult situations and resolve complaints while putting the customer at the centre of everything they do.
The program allows participants to explore customer relationships, establish a framework and focus on restoring relationships, resulting in improved customer experience, satisfaction and retention. It builds confidence to respond to complaints and feedback.
This workshop is ideal for all staff in internal or external customer facing roles, team leaders and management professionals looking to develop and advance their skill sets with the latest best practice techniques.
Learning outcomes
- Strategies to handle difficult situations, including complaints.
- Guide customer expectations and deliver good and bad news more effectively.
- Better understand your customers through active listening so you can deliver the best possible experience.
- The role you play in the customer experience ecosystem.
- Understand the differences between complaints and feedback.
- Manage complaints successfully.
- Constructive conflict management.
- Persuasion and influence in managing conflict.
- Become customer centric by better understanding your customers and their expectations.
- Strategies to restore relationships with customers.
Enquire
Ask about this program.
Tell Isabella about your team and what you need. She will come back with an approach, availability and a quote.