The essential do’s and the don’ts (Behavior Tracking)
Simple scripts, words and phrases that reduce tension and build trust
How to lessen the impact and overall number of future complaints.
Recognizing and responding to customer experience breakdowns in a timely and effective manner. Next lesson: Resolve – Proactive action
Don’t sweat the small stuff…How to evaluate
When customers don’t voice their complaint, we lose the opportunity to redress the problem. Next lesson: Resolve – Corrective behaviors
Convert negative complaint to positive feedback
An alternative to blaming your company and customer. Next lesson: Resolve – Rant, rave, complain and praise