Taking care of dissatisfied customers or employees is not a pleasant task. Our defence mechanisms kick in and often hamper a professional approach. However, complaints are important in the evolution of an organisation. In this seminar, we examine dissatisfaction, the importance of bringing it to the surface and bring recipes for helping dissatisfied customers or employees in a professional manner.

During the course, you will interactively discover how to successfully handle difficult conversations:

• How does (dis)satisfaction arise? The balance between expectations and service.
• How do people express their dissatisfaction?
• How do you create a climate in which dissatisfaction comes to the surface?
• How to avoid it getting out of hand?
• Why do dissatisfied customers often act so ‘difficult’?
• Do's and don'ts for an efficient approach.