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You are here: Home / In the Media / How to Manage Customer Complaints and Stay Well

October 1, 2018 by Ava Lucanus

How to Manage Customer Complaints and Stay Well

Anyone who works in a customer service role will know it to be a very stressful working environment. Meeting the constant demand of customers can cause overwhelming stress, and complaints are reported as a major source of workplace stress. If not managed effectively, they can too easily take their toll on your personal wellbeing.

Customer feedback comes in all shapes and sizes and is not always positive. It’s easy to listen to glowing feedback from a happy customer, but what happens when your customer is not so happy? How do you look after yourself whilst managing to successfully defuse your angry customer spewing verbal abuse at you?

Ava ia a proud a contributor this week to the popular mental health and wellbeing publication, Blooming Minds. Read her article below, to find out how to manage your wellbeing when faced with an unhappy customer.

And if you need someone to help your organisation manage mental health and wellbeing, Tasha Broomhall from Blooming Minds is undoubtedly the expert in the field.

 

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Filed Under: In the Media

About Ava Lucanus

Ava Lucanus takes a proven, practical and refreshing approach to helping organisations create exceptional customer experiences that align with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with companies Australia wide and is recognized as an authority in her field. Through her company Edge Communication she provides consulting, training and coaching programs for every level within business to fully optimise their relationships.
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I would definitely recommend Ava for any future workshops

Ava recently presented a workshop for our organisation in Dealing with Difficult Customers, using the Click Colours tool. The training was well attended by our staff who commented that Ava presented in a very professional, engaging manner. They all felt they walked away with new skills and took suggested ideas back into the workplace. I would definitely recommend Ava for any future workshops.”

V. Small
Customer Service Manager, Shire of Augusta Margaret River
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Edge Communication presented a customer service program for our team in a series of workshops, mystery calls and follow up sessions designed for our IT Help Desk. Ava delivered the program in a very professional, engaging manner and our team took all of the new strategies back into the workplace. Three years later we are still actively implementing the skills Ava taught us and are successfully inducting all our new staff using Ava’s Telephone Procedures manual. Our staff have learnt the confidence and skills to not only diffuse our clients’ frustration when experiencing IT issues, but to achieve a quicker resolution, saving time and increasing productivity. It has been a delight working with Ava and I can’t recommend her enough. She really did help turn around my ragband team of Service Desk at the time into a very well oiled and communicative team. I have no hesitation in recommending Edge Communication if you want to improve your customer experience.

Jason Priest
Service Manager, Future Logic
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BDM, Express-Link Transport
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Director, 4th Mesa Productions
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