All businesses get complaints – but it is how you deal with them that matters.
Whether dealing with angry complaints or the vast range of other difficult or challenging customers, the aim should always be a positive resolution rather than personal defence or validation. This requires emotional intelligence in terms of self-awareness, self-management, empathy and personal communications. Once you understand both yourself and customers, we will lead you through various communications strategies – the right language, the right questions and the right responses – to sort it all out.
CX Training can help your team better understand customers emotional needs and the dynamics of conflict so they can confidently turn a tense situation into a positive customer experience. Our workshops can be tailored to your specific needs, but topics and discussions include:
At CX Training, we believe that resolving difficult situations is the single biggest test of an individuals emotional intelligence. We can help people understand how their behaviours impact different situations, understand customer needs – and then develop the discipline to focus on a solution, not personal validation.