Complaints
Masterclass
Creating even greater consistency, efficiency and quality of complaint handling.
Complaints
Masterclass
Creating even greater consistency, efficiency and quality of complaint handling.
Mastering all feedback and complaint situations
This masterclass will create even greater consistency, efficiency and quality of complaint handling for MGI graduates who have already mastered and embedded the core Mindset, Language & Actions Toolkit, building greater confidence and skill. Participants can share real-life complaint and feedback situations they find challenging so that they can put the lessons learnt to immediate use.
Mastering all feedback and complaint situations
This masterclass will create even greater consistency, efficiency and quality of complaint handling for MGI graduates who have already mastered and embedded the core Mindset, Language & Actions Toolkit, building greater confidence and skill. Participants can share real-life complaint and feedback situations they find challenging so that they can put the lessons learnt to immediate use.
Participants will gain tools to:
- Respond positively to complaints and constructive feedback while managing emotions.
- Extend the definition of ‘positive’ to demonstrate empathy and solution focused communication.
- Utilise Positive 1st Response tools and Glad > Sure > Sorry to address complaints and feedback, including handling feedback perceived to be unjustified.
- Elicit additional information using specific High Return Questioning techniques
Optional 90 minute Reconnect session to:
• Check progress and reflect on improvements
• Identify and set further actions
• Develop an even deeper sophisticated use of the Toolkit
Participants will gain tools to:
- Respond positively to complaints and constructive feedback while managing emotions.
- Extend the definition of ‘positive’ to demonstrate empathy and solution focused communication.
- Utilise Positive 1st Response tools and Glad > Sure > Sorry to address complaints and feedback, including handling feedback perceived to be unjustified.
- Elicit additional information using specific High Return Questioning techniques
Optional 90 minute Reconnect session to:
• Check progress and reflect on improvements
• Identify and set further actions
• Develop an even deeper sophisticated use of the Toolkit
Arrange your Masterclass
If you would like members of your team to take part in this valuable Masterclass, please contact your Account Manager who can arrange this for you.