Transforming your Business by leveraging complaints insights and Storytelling

 

What client questions will it answer?

  • Where do I start? -Influencing change.

  • How to build business case.

  • The power if storytelling and communicating with senior management.

  • How turning complaints data into actionable insights is beneficial.

 

Who will benefit from it?

  • Complaints Managers and Team Members.

  • Customer Experience Professionals. 

  • Business improvement and business transformation professionals.

What are the client deliverables 

Topics Include:

  • CX Ecosystem.

  • Who are your Customers.

  • Great CX.

  • Walking in your Customers Shoes'.

  • Linking feedback and complaints to CX.

  • Integrating your CX strategy and Complaints policy to deliver a great CX.

  • Good versus bad complaint handling.

  • The role you play.

  • Leveraging data.

  • Feedback and insights.

  • Techniques to leveraging these insights including Personas and Customer Journey Mapping. 

  • Tips for engaging Customers and Stakeholders.

  • A business case for CX.

What is the format?​

  • Full-day workshop.

  • Face to Face training that will be specifically Customer Service focused and needs to add value to results through insights and sector knowledge and expertise.

 

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© Isabella Villani 

    Australia