This espresso session will give you tips on how to deal with customer complains feeling calm and in control.

By the end of the session you will be able to:

  • Identify the impact you have on customers; negative and positive and understand the change in thinking and behaviour that is required to manage complaining customers.
  • Recognise it is important not to take complaints personally, but to respond in a professional manner.
  • Establish rapport with angry and abusive customers, and resolve their complaint.
  • Appreciate the value to you and your customers when you remain calm and resist their pressure.