MASTERCLASS IN SUPERIOR

CUSTOMER SERVICE RECOVERY

 
Learn how to handle Angry Customers with Confidence and Care

 

VIRTUAL FACILITATOR LEAD

DATE: 25 - 26 February 2025

TICKET PRICE: ZAR 12,000 per person

 

Enroll now

MASTERCLASS IN SUPERIOR CUSTOMER SERVICE RECOVERY


Learn how to handle
Angry Customers with
Confidence and Care.

VIRTUAL FACILITATOR LEAD 

DATE:
25 - 26 February 2025 

TICKET PRICE:
ZAR 12,000 per person

Enroll now

Take your team from complaints burnout to feeling proud of their service performance!

Are you ready to rewrite the customer service playbook, turning irate customers into brand advocates? 

Our premier two-day workshop is designed for those who aspire to handle complaints and transform customer service into a strategic advantage.

With an intense focus on understanding and resolving conflicts with poise and empathy, this masterclass will enhance your professional skills and invigorate your corporate culture with a customer-centric approach bound to infuse every interaction with lasting positivity.

Is your team fatigued by dealing with the same issues day in and day out? 

Do they constantly feel the pressure of managing frustrated and angry clients? 
We understand the impact this can have on both your team and your clients. 

We have a solution for you!

We created this program to empower teams to handle customers in distress with confidence and charisma. Our goal is to help your team feel pride in their work, knowing they are effectively serving customers who may be stuck and frustrated.

Our training will equip your team to handle complaints with confidence and assurance, ensuring that customers feel heard, even if their issues aren't resolved exactly as they hoped. 

We'll teach your team world-class negotiation techniques to prevent escalations, while upholding your brand promise in every interaction and communication.

We've worked with many organizations just like yours, helping them improve resolution rates, reduce complaints, and foster greater customer loyalty and affinity among previously dissatisfied and angry clients.

Addressing complaints effectively at the first point of contact is not only easier but also more cost-effective than dealing with escalations. By resolving issues promptly, you prevent the complaint from growing as the customer becomes angrier.

Let us teach your team how to transform angry customers into loyal advocates. We will prepare them to face the most challenging clients with empathy and strength, turning tough interactions into opportunities for building trust and loyalty.

Our program will guide your team on a journey of care. Not only will customers develop more respect for your brand, but your employees will also feel more equipped and empowered to defend and protect your brand during difficult moments.

Join us and elevate your customer service approach, transforming challenges into triumphs and setting new benchmarks in customer experience excellence.

Is your team fatigued by dealing with the same issues day in and day out? 

Do they constantly feel the pressure of managing frustrated and angry clients? 
We understand the impact this can have on both your team and your clients. 

We have a solution for you!

We created this program to empower teams to handle customers in distress with confidence and charisma. Our goal is to help your team feel pride in their work, knowing they are effectively serving customers who may be stuck and frustrated.

Our training will equip your team to handle complaints with confidence and assurance, ensuring that customers feel heard, even if their issues aren't resolved exactly as they hoped. 

We'll teach your team world-class negotiation techniques to prevent escalations, while upholding your brand promise in every interaction and communication.

We've worked with many organizations just like yours, helping them improve resolution rates, reduce complaints, and foster greater customer loyalty and affinity among previously dissatisfied and angry clients.

Addressing complaints effectively at the first point of contact is not only easier but also more cost-effective than dealing with escalations. By resolving issues promptly, you prevent the complaint from growing as the customer becomes angrier.

Let us teach your team how to transform angry customers into loyal advocates. We will prepare them to face the most challenging clients with empathy and strength, turning tough interactions into opportunities for building trust and loyalty.

Our program will guide your team on a journey of care. Not only will customers develop more respect for your brand, but your employees will also feel more equipped and empowered to defend and protect your brand during difficult moments.

Join us and elevate your customer service approach, transforming challenges into triumphs and setting new benchmarks in customer experience excellence.

Why trust us?

 

BrandLove is the sole Customer Experience Professionals Association (CXPA) Authorised Training Provider in Africa, BrandLove doesn’t just teach best practices; empowers people to lead with passion and purpose. 

From understanding the emotional genesis of conflicts to strategising innovative service recoveries and stress management techniques, each module equips you with precise and potent skills.

2 Days to shift from reactive to confident and empowered

Enroll now

What you will learn

Conflict Resolution Mastery

Develop the skills and techniques to navigate and resolve customer complaints confidently and efficiently. Learn to transform potentially negative interactions into positive outcomes, enhancing customer satisfaction and loyalty.

 

Emotional Intelligence in Service

Elevate your ability to understand and manage emotions in yourself and others. Gain insights into the origins of customer anger and distress, and master the art of calming and reassuring customers in crisis, leading to more productive interactions.

 

Service Recovery and Innovation

Learn how to design and implement innovative service recovery strategies that resolve immediate issues and contribute to long-term customer satisfaction and retention. Master the art of turning service failures into moments of magic.

 

Strategic Communication for Complaint Handling

Acquire advanced communication strategies tailored to de-escalate conflicts, address customer concerns effectively, and convey empathy and understanding, turning challenging conversations into opportunities for brand loyalty.

 

Collaborative Problem-Solving Techniques

Harness the power of collaboration to address and solve customer complaints. Work alongside peers from diverse industries to share insights, strategies, and best practices in complaint handling, enriching your approach with a broad spectrum of perspectives.

 

Stress Management and Resilience Building

Strengthen your resilience and stress management skills to remain composed and effective in high-pressure customer service situations. Learn techniques to maintain personal well-being and team morale, even amid challenging customer interactions.

The results you can expect

Reduction in complaint
escalations

 

Improvement in customer
satisfaction and sentiment

 

Reduced stress in
consultants

 

Increased employee
engagement

 

Reduction in ombudsman
escalations

 

Increase in customer
advocacy

 

Shift customers from angry to understanding

Enroll now

Your Lecturer


This masterclass will be led by Chantel Botha (CCXP), a celebrated author and seasoned educator who brings 15 years of teaching CX success.

Chantel Botha is the founder of BrandLove and the esteemed author of "The Customer Journey Mapping Field Guide." Her mission—rooted in deep expertise and impassioned belief—is straightforward yet transformative: to unlock the latent genius in individuals and empower teams to represent their brands with unparalleled pride and efficacy.

Over the past two decades, Chantel has meticulously honed a specialised methodology that bridges the gap between a brand's promises and its real-world deliverables. She implicitly understands that employees serve as the "moment of truth" in any customer's interaction with a brand. 

Thus, she has formulated a fail-proof recipe to transform ordinary employees into extraordinary "Brand Warriors" who meet and exceed customer expectations.

Your Lecturer


This masterclass will be led by Chantel Botha (CCXP), a celebrated author and seasoned educator who brings 15 years of teaching CX success.

Chantel Botha is the founder of BrandLove and the esteemed author of "The Customer Journey Mapping Field Guide." Her mission—rooted in deep expertise and impassioned belief—is straightforward yet transformative: to unlock the latent genius in individuals and empower teams to represent their brands with unparalleled pride and efficacy.

Over the past two decades, Chantel has meticulously honed a specialised methodology that bridges the gap between a brand's promises and its real-world deliverables. She implicitly understands that employees serve as the "moment of truth" in any customer's interaction with a brand. 

Thus, she has formulated a fail-proof recipe to transform ordinary employees into extraordinary "Brand Warriors" who meet and exceed customer expectations.

See what our customers say about our programs

 
 
 

Masterclass in Superior Customer Service Recovery


Submit the form below to secure your space for the masterclass.

 

VIRTUAL FACILITATOR LEAD

DATE: 25 - 26 FEBRUARY 2025

TICKET PRICE: ZAR 12,000 (excl. VAT)

 

Want to get in touch?

 

Drop us an email at [email protected]  and we will contact you.