Speaker: Sarah Delaney of BFD Retail Consulting Learning Objectives: Managing the Client Relationship and why customers complain & what to do about it when it happens; and it’s GOING to happen! Develop a Guiding Service Principle (GSP) that will: Provide a point of reference/guidepost in future client relationships Help develop & keep customer relationships strong Help you establish what actions to take to salvage customer relationships/experiences when things have not lived up to expectations Establish and document a step-by-step framework for approaching challenging customer situations so you can address complaints from a place of learning and confidence instead of fear and defensiveness Adopt an attitude of gratitude toward customers that complain and develop a system for processing things learned from these interactions Spots are limited! Register now.