FROM COMPLAINT TO ADVERTISING CAMPAIGN

Professional processing of complaints.
Turning complaints into advertising campaigns.

Starting situation of the complaint

• The company has a 24- hour customer service and emergency service.
• Should a system fail, customers often respond very emotionally, thus demand an immediate solution for their problem.
• Customer service proves to be a particularly challenging task during evenings,  throughout the night, as well as on weekends.

Goal

• Complaints are dealt with,  professionally and with a positive approach.
• Employees respond with flexibility to the upset person they talk to.
• Creating enthusiasm and joyful ease at the workplace increase performance, quality and work standard.
• Avoiding endless justifications and blame for mistakes or failures, result in more
• work ethics/enthusiasm and time-saving

Process

• LeadershipXperience,  LeadingX10 for all managers
• an individual  two-day  workshop for all employees
• A one-day workshop for and with all employees, who are involved in the direct process of complaint.

Content

• Becoming aware of your own attitude, thought- and behavioral patterns.
• Learning how to avoid justifying ourselves and blaming others.
• Learning to interpret every complaint as free business advice.
• Understanding why emotions arise and learning how to navigate them and deal with them.
• What does active listening during phone conversations mean?
• Role-play and examples of instances, giving tools how to handle complaints and deal with customers on the phone.
• Enjoyment and enthusiasm at work, which promotes better performance and quality of work.

Result

• Employees can empathize with the emotional thought process of the customer, thus align their own actions accordingly.
• Complaints are seen as free business advice and taken as opportunities for the company’s improvement,
• which is furthermore applied, as a possibility to create added value.