From understanding the structure of how to handle a complaint to meeting or exceeding customer expectations, PSL training provides the tools that your people can use to diffuse frustration, get people onside and turnaround bad situations into good or better outcomes.

A repeatable process for.

  • Really understanding customer needs and expectations
  • Listening and asking the right questions
  • Making better decisions
  • Communicating the right messages
  • Focusing on the right facts
  • Delivering the right answer at the right time, in the right way, to the right people
  • Following up to ensure the outcomes is as good as it can be
  • Managing and influencing customer expectations

Handling complaints well builds relationships

Business Benefits

  • Brand protection
  • Cost reduction
  • Potential for growth in customers and sales opportunities
  • Improved team-working, use and leverage of resources
  • Better customer retention and relationships
  • A competitive advantage

What’s in it for your people

  • Empowering training
  • Ways to manage ego, personal stress levels, frustration and even anger
  • Understanding of why people behave and make decisions in certain ways
  • Ways to overcome psychological biases, prejudices and ‘instant reactions’
  • Insights to strengths to play to and weaknesses to manage
  • Site and knowledge of how effective communication can transform a situation

What’s in it for your customers

  • Better trained people to deal with
  • Less stress and frustration
  • Feeling more valued and welcome

If you choose PSL we will work with you and your people to deliver the type, style and content of training that they need.

For more information you can call or email us, we are here to help.