1. Ambassadors of Customer Experience Module 3 Handling Customer Feedback

2. 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

3. Agenda Why we need feedback How we encourage feedback Body language and tone Handling complaints Dealing with difficult situations Practice Magic Moments Putting it into practice

4. Getting feedback

5. Skills and behaviours

6. What is active listening? Eye contactNodding Confirming your understanding Asking more questions to clarify Active listening

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

8. 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

9. Learn from complaints L isten E mpathise A cknowledge R esolve N ext Steps

10. 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?

11. Your turn….. Customer Team Member Observer

12. 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?

13. 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 you going to do differently? What are the things you need to practise to make it easy for you? Where do you need help or support ?