Complaints Handling Training Gold Coast
Welcome to CX Training, here to help improve your team’s complaints handling performance.
Every business encounters complaints at one stage or another. How you handle these complaints is critical to your reputation: good complaints handling can turn a negative experience into a positive one, leading to respect and loyalty from that customer.
CX Training provides complaints handling training that helps you develop and improve your emotional intelligence in terms of self-awareness, self-management, empathy and personal communications. Once you understand both yourself and your customers, we’ll lead you through various communications strategies – the right language, the right questions and the right responses – to confidently handle the situation and find a solution.
When you choose CX Training’s Complaints Handling Training Gold Coast training programs, you will add and build upon your existing strategies and tools to help you better understand customers’ emotional needs and the dynamics of complaints handling , so that you can turn a tense situation into a positive customer experience.
Our complaints handling training can be tailored to your specific needs, but topics and discussions include:
- Understanding emotional customers
- Complaints Handling Training
- Meeting the emotional needs of customers during complaints handling
- Understanding your own emotions and behaviour when handling complaints
- Personal emotional discipline during conflict
- Language for complaints handling
- Emotional intelligence
- Knowing when to escalate or back out
- Bias, assumptions – and how to manage them
- Questioning skills
- NLP techniques for conflict management during complaints handling
- Different types of difficult customers
- Assertiveness skills
- Managing expectations
- The power of choice
- Alternative complaints handling strategies
- How to say sorry
- Accepting responsibility
- Managing expectations for resolution
Why CX Training?
Your Team, Your Customers, Your CX Training
Our customer service training will be tailored to your unique requirements. We’ll liaise with you to understand your organisation’s goals, your team’s learning styles and preferences, and your overall strategic objectives, to tailor a customer service learning program that delivers the results you need.
We Go Deeper Than Just Developing Skills: We Challenge Mindsets To Change Behaviours
Most customer service training providers focus on content and skills. This approach doesn’t lead to true behavioural change because people haven’t been challenged. They hang on to the mindsets and excuses they have always had. At CX Training, we don’t just work off a script, we work off people. We facilitate insightful self-awareness and challenge limiting beliefs and excuses. Then we lay the skills on top, resulting in learning outcomes that stick. If you’re looking for leading Complaints Handling Training Gold Coast and a customer experience coach who challenges you, breaks down your barriers, but still has fun along the way, we have the customer service training for you.
We Make It Stick
Bringing about behavioural change often requires more than just a group training session. We would love to support you after any initial training through coaching, leader support, webinars, micro-learning, and follow-up implementation workshops. Experience the difference of our leading professional complaints handling training in the Gold Coast today.