Ambassadors of Customer ExperienceModule 3

Handling Customer Feedback

Session Objectives• Identify why we need to get and respond to

customer feedback• Demonstrate how to encourage feedback and

deal with challenging customers: complaints, problems and negative reactions

• Identify challenges you face in delivering exceptional customer service and how to overcome these

• Identify ways you can give customers “Magic Moments” and make recommendations to improve the customer experience

• Decide what to action

AgendaWhy we need feedback

How we encourage feedback

Body language and tone

Handling complaintsDealing with difficult situations

Practice

Magic Moments

Putting it into practice

Getting feedback

Outstanding□ Very Good□ Good□ Average□ Poor

Skills and behaviours

Q WHO WHAT WHY WHERE WHEN

HOW

What is active listening?

Eye contact Nodding

Confirming your

understanding

Asking more questions to

clarify

Active listening

It’s not what you say, but how you say it….

Words 7%

Voice 38%

Body Lan-guage 55%

Matching and Mirroring

If the customer is really happy, don’t burst their balloon!

If they are angry, don’t make light of it….

Match their energy

Learn from complaints

Listen

Empathise

Acknowledge

Resolve

Next Steps

What do you find difficult?What are the customer situations you find difficult to handle?

• How would you approach this situation?

• What would be reasonable for the customer? What do they not want to hear?

• What should we consider about our own actions, behaviour and commitments to the customer?

Your turn…..

Customer

Team Member

Observer

A

B

C

How can you add magic?

• What examples can you think of that add that personal touch of magic?

• What could you do with your customers to add a touch of magic?

Putting it into practice

• What are the things you are really good at? How can you make best use of these to deliver excellent customer service and magic moments?

• What one thing are yougoing to do differently?

• What are the things you need to practise to make it easy for you?

• Where do you need help or support?