Okay folks, I've got one more day in which to complete a 1 day training event centered on 'Dealing with Difficult Situations and Customer Complaints', which has to be delivered in a week's time to groups of 12 people.
The whole event has a Japanese theme and is based on the martial art of Aikido, but that's not too important to my problem
I've basically written the whole thing, but am just missing two exercises that need to reinforce two of the key points.
Message 1 - You don't have to win
The message here is that you should be giving the customer options, finding solutions that are suitable for the customer, the company and the advisor, and only hanging up on the customer if they are extrememly aggressive and the advisor is unable to calm the situation after several warnings.
So I need an exercise which embodies either:
a) giving the customer options
b) finding solutions that suit the customer, company and advisor
Message 2 - Forming a partnership
The message here is that you should be working together with the customer to find a solution, not giving all the work to them, and not taking the full responsibility yourself.
Exercises here should embody:
a) team building
b) team prblem solving
I've spent the last 2 weeks writing two full modules and now I've gone blind and brain dead.
Anyone got any ideas for exercises.
I will reward you with points from the bank of Ninja_kid, these points can be spent in all participating stores.
The whole event has a Japanese theme and is based on the martial art of Aikido, but that's not too important to my problem
I've basically written the whole thing, but am just missing two exercises that need to reinforce two of the key points.
Message 1 - You don't have to win
The message here is that you should be giving the customer options, finding solutions that are suitable for the customer, the company and the advisor, and only hanging up on the customer if they are extrememly aggressive and the advisor is unable to calm the situation after several warnings.
So I need an exercise which embodies either:
a) giving the customer options
b) finding solutions that suit the customer, company and advisor
Message 2 - Forming a partnership
The message here is that you should be working together with the customer to find a solution, not giving all the work to them, and not taking the full responsibility yourself.
Exercises here should embody:
a) team building
b) team prblem solving
I've spent the last 2 weeks writing two full modules and now I've gone blind and brain dead.
Anyone got any ideas for exercises.
I will reward you with points from the bank of Ninja_kid, these points can be spent in all participating stores.