Angela Hume – Hear the story, resolve the complaint
Workshop Title:
Hear the story, resolve the complaint.
Workshop Description:
Do you feel scared or anxious when you have to deal with an escalated issue? Perhaps you procrastinate or attempt to transfer complaints to another department? This workshop will teach you a simple and empowering way to confidently manage disputes. Our customer’s stories become muddled and difficult to hear when we are in conflict. Taking the time to truly listen and understand their story is the most gentle and effective way to resolve their complaint without comprising ourselves. We all have customers, are you hearing yours?
If people got the best of the session what would they leave with?
The courage to leap into a dispute and the confidence to resolve it effectively.
How is this session connected to the conference theme?
In a highly charged conflict situation, many customers have difficulty articulating what has happened and often the people dealing with them make assumptions about how to best to ‘fix the problem’, without hearing their story. Taking the time to really understand what has happened, empowers the listener to take action that will give the complainant closure and confidence that the issue is truly resolved.
About the Workshop Presenter:
I’m passionate about resolving even the most impossible customer complaints and finding the best solution for everyone involved by taking the time to understand what has occurred. Improvised theatre training has given me the confidence to tell a good story and many years of customer experience management and consulting has honed my ability to hear other people’s stories. I’ve had the pleasure of working in local government, online fashion, financial services, not for profit and healthcare. I’m the proud Mother of one terribly behaved but charming toddler and I’ve also had an unremarkable career as an amateur stand up comedian on the Sydney club scene. I completed my MBA at La Trobe University in 2010. I’m looking forward to meeting you all at the 2016 Story Conference.
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