From criticism to collaboration : Communication strategies for resolving complaints - AFTERNOON

There is a big disparity between the levels of service most companies believe they deliver and their customers´ perceptions. The problem is that these days people don´t just complain through traditional channels such as at meetings, by email, telephone or letter. They now also complain via open digital channels like review sites and social media. A robust communication strategy in how to deal with such complaints is critical to reputation and business success. By looking at real-life case studies, this session will focus on the language and communication strategies that will turn a criticism into an opportunity for collaboration with the person making the complaint. This session is critical not only for those who handle and investigate complaints but indeed any job role that involves interaction with customers.

Session Length

1 hour

By the end of the session, participants will be

able to:

• understand why people complain and what they want.

• recognise key language for dealing effectively with complaints.

• implement a strategy to communicate in a way that turns criticism into collaboration.

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