When things go wrong, customers need acknowledgement of the problem and a pathway back so that they can trust the organisation again. Effective apologies can help to restore customer loyalty and resolve disputes.
Learning how and when to make an apology is a critical skill for working in customer relations or complaints handling. Harness effective apologies for your organisation for effective complaints handling and best practice customer care and experience
|Who Should Attend||Program Theme|
This program is designed for Intermediate participants
who have general experience in customer experience,
consumer care and complaints management roles, who
have been working in the industry for more than 12
months and are looking to extend their professional
skills and responsibilities.
Participants with Rising Star skills are also advised to
Customer Service Excellence