Complaints, if not handled properly, can easily destroy customers’ trust in your business – in a matter of seconds.
Love Your Complaints is deeply rooted in Psycho-Linguistic communication and is guaranteed to restore your reputation, retain your customers, and boost staff morale. Modules cover:
- the psychological and emotional drivers of complaints
- the five types of complainers
- the cost of a lost customer
- the art of turning negatives into positives
- words that generate trust
- primary vs secondary complaints
- the three best strategies for resolving conflict
- the five ways of dealing with difficult questions
- influencing styles
- negotiation for a win-win solution
- the ultimate complaints model
- resilience and grit.
The package includes tutors’ manuals, delegates’ handbooks, slides and case studies based on client’s material. We also offer psychological questionnaires, which provide delegates with insights into their behavioural skills and personality traits.
All the material has been prepared with in-house trainers in mind. Trust us, it’s worked all over the world and it will work for you.
“This course has made such a difference to the performance of the team … they feel so much more able to deal with complaints now.”
Claire Mulroy, First Choice
“The letters are going well … we even had two letters this morning thanking us for the review after rejecting their complaints and asking the next way forward.”
Jason Phillips, Royal Bank of Scotland
We’d love to help. email@example.com