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Half Day | Max. 20 Participants
Workshop Outcomes
- Discover why you should welcome complainers
- Understand the power of word of mouth and how it affects your organisation
- Know how to recognize the 3 types of complainers
- Implement the EAR process to complaint resolution
- Know the strategies to keep calm and manage stress
- Know the go-to phrases to defuse angry and dissatisfied customers
- Know how to deliver negative news and maintain the relationship
Topics Covered
- The 3 types of complainers and how to manage them
- The EAR process to complaint resolution
- Staying calm and managing your own stress
- The words to use and avoid
- The use of active listening and empathy in defusing sticky situations
- Delivering negative news
Location
- Willing to work remote
- Willing to work interstate
- Willing to work internationally
How can this workshop be delivered?
- Face to Face
- Virtual
Overview
If you don’t look after your customers, they will find someone who can.
Research reveals that 68% of customers are turned away by the indifferent attitude of employees. That’s over two thirds who leave without a word because they believe the business doesn’t care about them. With the number of customers who could be leaving YOUR business and never giving you the feedback to to improve, you should be welcoming complainers. They are doing you a favour. In this exciting experiential workshop, your people will learn strategies they can easily implement in the workplace, to effectively manage challenging customers and maintain their own wellbeing.
Workshop Outcomes
- Discover why you should welcome complainers
- Understand the power of word of mouth and how it affects your organisation
- Know how to recognize the 3 types of complainers
- Implement the EAR process to complaint resolution
- Know the strategies to keep calm and manage stress
- Know the go-to phrases to defuse angry and dissatisfied customers
- Know how to deliver negative news and maintain the relationship
Topics Covered
- The 3 types of complainers and how to manage them
- The EAR process to complaint resolution
- Staying calm and managing your own stress
- The words to use and avoid
- The use of active listening and empathy in defusing sticky situations
- Delivering negative news
Who is this workshop for
Managers and Teams, Call Centres, Receptionists
Handouts/materials provided
Training handouts
What to bring
Pen
Facilitator
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
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