No-one enjoys hearing that their clients experience hasn't been as good as expected. This is especially true for the travel industry when that product is such an emotive subject. Repeat and recommend clients are invaluable when building a business. How we handle complaints, big or small, is vital in protecting your reputation and establishing a loyal client base.

This session teaches an incredibly effective call structure which allows the client to feel heard and understood, your team to learn from these experiences and allows the client move into a space where trust in your company has been restored. 

 

This session can be tweaked to also include an explanation of your companies complaints policies and procedures.

 

Outcomes of the session;

• Confidence approaching difficult conversations with clients
• An understanding of the emotional intelligence needed to complaints as feedback rather than criticism
• Understanding of a call structure that allows them to rebuild trust
• An opportunity to practice these skills and receive feedback
• An understanding of areas they may still need to work on 

 

There is also an advanced version of this session that delves deeper into the more complex complaints and includes

• The difference between empathy and sympathy
• How to deal with opinions that differ from our own (and that could offend)
• How to agree to disagree in an amicable way

Duration 

2-3 hours 

4-5 hours if looking at a more advances level

 

Can be delivered in person or remotely