CXPA Webinar Presented by Medallia: “It’s Out Of My Control!” - Preparing the Frontline for ...

CXPA Webinar Presented by Medallia: “It’s Out Of My Control!” - Preparing the Frontline for ...

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When:  Oct 19, 2021 from 02:00 PM to 03:00 PM (ET)
Tuesday, October 19, 2021
2:00 PM - 3:00 PM ET


“It’s Out Of My Control!” - Preparing the Frontline for Difficult Conversations
Come join experts from Medallia's CX Advisory team for an interactive series of webinars about how to move teams from deflecting feedback they deem outside of their direct control to a mindset of focusing on improving customer experiences. Research indicates the way a customer is treated and ultimately feels when things don’t go right has a significant impact on their decision to continue doing business with an organization, we’ll provide tangible behavioral strategies that help prepare front-line teams to empathetically tackle the difficult situations they will inevitably face.

Will delve into the detailed actions front-line workers can engage in, and their managers can coach to, including:
  • Providing proven techniques to acknowledge and diffuse emotions that may arise in challenging situations
  • Validating concerns raised by customers and utilizing empathetic phrasing in their dialogue, thereby positioning employees and customers on the same side, working towards resolution

Sandra Storey, CCXP
Principal CX Advisor Financial Services

Mission: To bring the Voice of the Customer to life with the goal of helping individuals, teams, and organizations continuously improve on the experiences that they deliver. Sandra has 20+ years experience in financial services leading and coaching teams to take accountability for their results. Her ability to break down CX scores into real-world, tangible activities, behaviors, and process improvements have helped teams to deliver best in class performance.

Kristi Nickl, PMP
Principal CX Advisor Restaurant/Retail/Hospitality

Mission: To be a trusted advisor through a consultative approach, to the best brands in the world! Kristi has 10+ years experience designing, implementing and driving adoption of CX programs across retail/restaurant/hospitality/financial industries. Given her 17 years in retail and restaurant management at the start of her career, providing actionable insights to front line operators is something she’s very passionate about!

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