Customer Experience (CX)

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This 2-day course will equip participants with the skills to understand the root causes of complaints, diffuse negative attitudes, and effectively address both the emotional and logical aspects of customer concerns. You'll develop strategies to maintain a positive mindset, even in challenging interactions, ensuring better outcomes and stronger relationships.

• Apply a structured process to identify opportunities within every customer interaction
• Analyze customer complaints to uncover value-added solutions and strengthen relationships
• Manage both the emotional and logical aspects of complaints to drive positive transformation
• Demonstrate effective cross-selling and up-selling techniques to maximize customer value

Customer complaints don’t have to be negative experiences. With the right approach, they can become opportunities to strengthen relationships, build customer loyalty, and even unlock cross- and up-selling potential. Effectively managing complaints not only reduces stress but also improves customer retention and overall satisfaction. By identifying common complaints in your organization and following a structured, seven-step process, you can turn challenges into positive outcomes.

This course will help you develop key skills, including:

• Understanding common complaints in your organization and their root causes
• Following a structured process to transform complaints into opportunities
• Listening with empathy to address both the emotional and logical sides of a complaint
• Asking the right questions to uncover the true issue and provide effective resolutions
• Applying proven techniques to restore and retain customer trust
• Recognizing cross- and up-selling opportunities while addressing concerns
• Managing emotions effectively to stay composed in difficult interactions
• Using validation techniques to ensure all concerns are thoroughly addressed
• Implementing strong follow-up strategies to maintain long-term customer relationships

This 3-hour course will equip participants with problem-solving tools to efficiently gather and analyze data for better decision-making. Learn to make sound choices under pressure while minimizing stress that can hinder effective decisions.  

• Analyze organizational issues to accurately identify underlying problems
• Evaluate the root causes of business challenges using strategic analysis methods
• Design effective solutions to complex problems by applying structured problem-solving processes

This course helps you cut through distractions and make clear, confident decisions. Learn to evaluate issues calmly, involve the right people, and use proven methods to simplify even the toughest choices. 

Decisions are often made quickly and often under pressure. It’s important to stay levelheaded to make the right choices. This course will give you the clarity and calmness you need to assess the situation, neutralize the problem, and choose what’s best for everyone.