Transforming your Business by leveraging complaints insights and Storytelling
What client questions will it answer?
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Where do I start? -Influencing change.
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How to build business case.
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The power if storytelling and communicating with senior management.
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How turning complaints data into actionable insights is beneficial.
Who will benefit from it?
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Complaints Managers and Team Members.
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Customer Experience Professionals.
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Business improvement and business transformation professionals.
What are the client deliverables
Topics Include:
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CX Ecosystem.
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Who are your Customers.
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Great CX.
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Walking in your Customers Shoes'.
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Linking feedback and complaints to CX.
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Integrating your CX strategy and Complaints policy to deliver a great CX.
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Good versus bad complaint handling.
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The role you play.
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Leveraging data.
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Feedback and insights.
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Techniques to leveraging these insights including Personas and Customer Journey Mapping.
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Tips for engaging Customers and Stakeholders.
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A business case for CX.
What is the format?
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Full-day workshop.
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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.