Managing Difficult Situations


What client questions will it answer?

  • How to build confidence in responding to complaints and feedback from customers.

  • How to guide customer expectations and deliver good and bad news more effectively.

  • How to provide guidance on how to handle difficult situations including complaints.

  • How to better understand how we can deliver the best possible customer experience.

Who will benefit from it?

  • All Staff members who interact and/or external customers.

What are the Client deliverables 

  • How to handle difficult situations.
  • Reflect and review to improve CX.
  • Managing complaints successfully.
  • The role you play.
  • Integrating your CX strategy and complaints policy to deliver great CX.
  • Good versus bad complaint handling.
  • complaint versus feedback.
  • understand customer expectations.

What is the format

  • Half-Day Workshop.
  • This workshop will conduct of theory blended with a range of individual, pair and group activities to consolidate learning.