From Complaint to Capability
Every complaint is a coaching moment. Embrace it and build your team's capability.
📚 15 lessons👤 Management✏️ Binnaz Cubukcu
This course is for what happens after a complaint or a difficult customer has been handled or not. It talks about your work as a manager in building a team that handles the next incident well without you in the room.
During the course you will:
- learn about the science of why your first instinct is to blame the person rather than examine the situation.
- be introduced to easy-to-use tools to change the quality of the conversation before you say a single word; and look at the situation from three different perspectives.
- work with three real-life scenarios.
- make a commitment towards capability building in your own words.
Let's start!