Dealing with a complaint
We always hope that we can serve our clients to the best of our ability, but sometimes the inevitable happens and the hearse breaks down, the celebrant that you recommended fails to show up, or the family aren’t happy with the quality of the floral tributes that you organised.
3 hours £75.
This interactive workshop guides you through developing a complaints policy for your business and how to avoid the mindset that ‘no one noticed’ or ‘the family were ok’ so we don’t need to worry.
With the ever present fear of a bad on line review or a call from your local newspaper, it has never been more important to develop the skills to face this problem head on.
We will explore how the industry Codes of Practice protect both you and the client and look at some of the complaints that have gone forward for arbitration and how they were resolved.
Exploring a variety of scenarios, and discussing the appropriate means of communication for each, if you want to be the person in your organisation with the confidence to turn a complaint around we can teach you how to behave when something has gone wrong, how to own the mistake and respond in a positive way so that the family would still recommend you to others.