Applications Now Open: Seeking passionate individuals for global leadership opportunities with CXPA. Learn more here.
Are you looking to:- Improve your employee and customer experience?- Empower your staff to handle complaints and conflict with ease?- Learn how to deal with customers in distress?- Create more understanding between you and your customer?- Learn how to recover from service failures?Join us for a survival boot camp that will equip you with the skills to productively manage conflict.- Is your job to rescue customers in distress? Calm them down? Change their journey from one of misery to one of understanding?- Do you need a bit of a boost to recharge your batteries and help you be the rockstar of complaints?Join us for a two-day workshop where you will have the space to redesign some of your most frequent and sticky complaints. Rub shoulders with other industries and learn with and from people with the same challenges as you.Who it is for?- Complaints Handling teams- Customer Service teams who handle escalations- Managers and HR practitionersWhat can I expect?This two-day workshop will empower you to walk away with practical skills, tools, and techniques to make your life less stressful, and create more understanding between you and your customers. This workshop will look at methods, models and skills to improve engagement with customers.You will get the opportunity to work individually and in groups, and role-play in different situations. You will be invited to develop your personalised journey of recovering from service failures.This workshop will be experiential and invite you to practice, participate and delve into the origins of emotions - such as how to better understand anger, and how to coach a customer out of a position of complaining to a place of contentment.How do I benefit?- Leave with practical tools that empower your employees to de-escalate conflict and provide excellent customer service.- Engage in experiential activities which unpack emotional interactions and conflict management.- Develop a tailored journey of conflict management that fits your situation.- Learn from fellow professionals in the industry.