First line
A sensitive situation is reported. Do your employees have the right reflex:
- when a complaint from a consumer or customer arrives?
- when a journalist asks questions?
- when a visitor becomes aggressive?
In this interactive training, the emphasis is on the first reaction in sensitive situations with the outside world. Your employees are made aware of their role in receiving the first signals of a potential crisis.
The general goal is to increase incident and crisis awareness within your company.
Programme
- Individual processing of the theory via a digital platform (20 minutes);
- Individual telephone coaching with role-playing games (30 minutes).
- Digital test (10 minutes).
Target group
Employees who are in direct contact with the outside world, whether by phone (reception, secretariat), online (email, social media) or in real life (reception, security).
Learning points
First aid for consumer complaints
When receiving a sensitive consumer complaint, a swift response is key. Proper complaint management directly affects consumer confidence in your brand and products.
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