Who should attend?

This course is aimed at customer service staff responsible for rescuing customers in distress. They typically deal with customers who have had multiple interactions with a brand and emotions have escalated to fury and rage.

This course will equip the attendees to understand customer emotions that are typically associated with complaints.

Attendees will be taken through experiential learning to equip them to re-design complaints interaction to lead to better understanding from the customer side and work towards rescuing the relationship between the customer and the brand.

Attendees will be equipped with communication frameworks that they can use to improve these sensitive interactions and achieving higher customer loyalty.

Typical outcomes of this course:
  • Higher customer satisfaction rates
  • Higher employee engagement scores and employee satisfaction scores.
  • Increase in productivity

Duration: 08h00 – 13h00