BBL Supervisor 14-05-2024

• Engels
• MBO
• Studiejaar 2

Welcome!

How have you been?

Today's goals!

at the end of the lesson you...

• are able to understand what could help in a (complaint)conversation with a client;

• are able to use learned tips in a (complaint)conversation with a client.

What good experiences did you have helping clients with complaints?

What bad experiences did you have?

00:39

According to the video, what makes great customer service so important?

01:37

What things can you do to listen with intentionality?

02:49

What can help to train listening with intentionality/active listening?

03:32

Why is it important to empathize with the client (not taking things personal?)

04:28

What is important to do to help solving a client's problem?

05:26

In what ways could you practise clear communication?

Discuss!

• the following slides contain some  situations that could happen when trying to help a client.
• discuss in pairs what you would do in these situations.
• Think about the tips that you learned from video! Try to use them in your answer.

What would you do?

A customer is not in a good mood today. Besides filing a complaint, he/she shares all the things that went wrong with him/her this week.

What would you do?

A customer is not happy with the service of your company. His/her package was delivered too late and he/she demands a compensation: another free product from your company.

What would you do?

A client gets on the phone with you to talk about how he/she cannot see the track&trace for a package he/she ordered at the company you work at. He/she sounds very unhappy about the way things are going.

What would you do?

A customer becomes really hostile or angry with you on the phone, because the product he/she ordered was delivered broken. He/she only wants to have his/her way.

Now to you!

• You will now play out helping a client with a complaint yourself.
• One of you is the client, one of you is the customer service, one (or two if you are a group of 4) of you gives feedback to the customer service.

For the customer service role...

Try to lead the conversation and react to the client by the help of the things that you have learned in this lesson:

• Try to listen actively (intentionality)
• Lead with empathy
• Focus on problem solving
• Communicate clear

You will get a paper for the client roles!

Did we reach our goals?

at the end of the lesson you...

• are able to understand what could help in a (complaint)conversation with a client;
• are able to use learned tips in a (complaint)conversation with a client.