OUR PROGRAM OFFERINGS

-
Customized interactive keynotes
-
Content linked to your customer-centric goals
-
One-hour virtual presentations/webinars
-
Reinforcement performance videos
-
Bite-sized Learning Experiences
-
Train-the-trainer programs
-
Company-wide consulting processes
ONLINE BITE-SIZED LEARNING PROGRAM

Knowledge Behaviors offered as BITE-SIZED LEARNING from which Janelle has built an online program. She has also produced 10 minute bite-sized videos. With a train-the-leader program, your managers can also be taught how to facilitate these bite-sized learnings with their own teams:
Complaints define
what your
customers want.
If you’re lucky,
you’ll hear from
them.
-
Applying the knowledge that most customers don’t complain
-
Five solid reasons why complaints are gifts
-
Understanding and applying the Complaint Is a Gift Formula
-
Differentiating between emotional and rational components to complaints and respondinga appropriately
-
Describing the customer experience: how does it feel when you are poorly treated
-
Impact of intervening with speed
-
Using the right amount of empathy in complaint handling
-
Displaying fairness: why it is more important in certain situations than in others
-
Determining when to refuse a customer’s request Knowing when to ask for help
-
Passing off customers to someone else with minimal fuss
-
Applying organizational refund policies when customers complain
-
Taking customers from Poor Responses to Wow Responses when they complain
-
Helping customers avoid embarrassing themselves when they complain
-
Getting the best results when you have to complain
-
Determining when to refuse a customer’s request
-
Building a wide-tolerance zone with your customers


Copyright. A Complaint Is a Gift™. Website Design and Development by moveminds, LLC.