Take your team from complaints burnout to feeling proud of their service performance!
Are you ready to rewrite the customer service playbook, turning irate customers into brand advocates?
Our premier two-day workshop is designed for those who aspire to handle complaints and transform customer service into a strategic advantage.
With an intense focus on understanding and resolving conflicts with poise and empathy, this masterclass will enhance your professional skills and invigorate your corporate culture with a customer-centric approach bound to infuse every interaction with lasting positivity.
Why trust us?
BrandLove is the sole Customer Experience Professionals Association (CXPA) Authorised Training Provider in Africa, BrandLove doesn’t just teach best practices; empowers people to lead with passion and purpose.
From understanding the emotional genesis of conflicts to strategising innovative service recoveries and stress management techniques, each module equips you with precise and potent skills.
2 Days to shift from reactive to confident and empowered
What you will learn
Conflict Resolution Mastery
Develop the skills and techniques to navigate and resolve customer complaints confidently and efficiently. Learn to transform potentially negative interactions into positive outcomes, enhancing customer satisfaction and loyalty.
Emotional Intelligence in Service
Elevate your ability to understand and manage emotions in yourself and others. Gain insights into the origins of customer anger and distress, and master the art of calming and reassuring customers in crisis, leading to more productive interactions.
Service Recovery and Innovation
Learn how to design and implement innovative service recovery strategies that resolve immediate issues and contribute to long-term customer satisfaction and retention. Master the art of turning service failures into moments of magic.
Strategic Communication for Complaint Handling
Acquire advanced communication strategies tailored to de-escalate conflicts, address customer concerns effectively, and convey empathy and understanding, turning challenging conversations into opportunities for brand loyalty.
Collaborative Problem-Solving Techniques
Harness the power of collaboration to address and solve customer complaints. Work alongside peers from diverse industries to share insights, strategies, and best practices in complaint handling, enriching your approach with a broad spectrum of perspectives.
Stress Management and Resilience Building
Strengthen your resilience and stress management skills to remain composed and effective in high-pressure customer service situations. Learn techniques to maintain personal well-being and team morale, even amid challenging customer interactions.
The results you can expect
Reduction in complaint
escalations
Improvement in customer
satisfaction and sentiment
Reduced stress in
consultants
Increased employee
engagement
Reduction in ombudsman
escalations
Increase in customer
advocacy
Shift customers from angry to understanding
See what our customers say about our programs
Masterclass in Superior Customer Service Recovery
Submit the form below to secure your space for the masterclass.
DATE: 7 & 8 November 2024
TICKET PRICE: ZAR 12,000 (excl VAT)