{"id":17129,"date":"2020-01-22T17:04:02","date_gmt":"2020-01-22T16:04:02","guid":{"rendered":"https:\/\/www.leadingx.com\/case-studies\/von-der-reklamation-zur-reklameaktion\/"},"modified":"2020-06-07T13:45:54","modified_gmt":"2020-06-07T11:45:54","slug":"from-complaint-to-advertising-campaign","status":"publish","type":"case_studies","link":"https:\/\/leadingx.huber-online.at\/en\/case-studies\/from-complaint-to-advertising-campaign\/","title":{"rendered":"FROM COMPLAINT TO ADVERTISING CAMPAIGN"},"content":{"rendered":"<h3><\/h3>\n<p>&nbsp;<\/p>\n<h3>Professional processing of complaints.<br \/>\nTurning complaints into advertising campaigns.<\/h3>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h4>Starting situation of the complaint<\/h4>\n<ul>\n<li>The company has a 24- hour customer service and emergency service.<\/li>\n<li>Should a system fail, customers often respond very emotionally, thus demand an immediate solution for their problem.<\/li>\n<li>Customer service proves to be a particularly challenging task during evenings,\u00a0 throughout the night, as well as on weekends.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4>Goal<\/h4>\n<ul>\n<li>Complaints are dealt with,\u00a0 professionally and with a positive approach.<\/li>\n<li>Employees respond with flexibility to the upset person they talk to.<\/li>\n<li>Creating enthusiasm and joyful ease at the workplace increase performance, quality and work standard.<\/li>\n<li>Avoiding endless justifications and blame for mistakes or failures, result in more<\/li>\n<li>work ethics\/enthusiasm and time-saving<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4>Process<\/h4>\n<ul>\n<li>LeadershipXperience,\u00a0 LeadingX10 for all managers<\/li>\n<li>an individual\u00a0 two-day\u00a0 workshop for all employees<\/li>\n<li>A one-day workshop for and with all employees, who are involved in the direct process of complaint.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4>Content<\/h4>\n<ul>\n<li>Becoming aware of your own attitude, thought- and behavioral patterns.<\/li>\n<li>Learning how to avoid justifying ourselves and blaming others.<\/li>\n<li>Learning to interpret every complaint as free business advice.<\/li>\n<li>Understanding why emotions arise and learning how to navigate them and deal with them.<\/li>\n<li>What does active listening during phone conversations mean?<\/li>\n<li>Role-play and examples of instances, giving tools how to handle complaints and deal with customers on the phone.<\/li>\n<li>Enjoyment and enthusiasm at work, which promotes better performance and quality of work.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4>Result<\/h4>\n<ul>\n<li>Employees can empathize with the emotional thought process of the customer, thus align their own actions accordingly.<\/li>\n<li>Complaints are seen as free business advice and taken as opportunities for the company&#8217;s improvement,<\/li>\n<li>which is furthermore applied, as a possibility to create added value.<\/li>\n<\/ul>\n","protected":false},"featured_media":0,"template":"","tags":[],"class_list":["post-17129","case_studies","type-case_studies","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>From Complaint to Advertising campaign<\/title>\n<meta name=\"description\" content=\"Professional processing of complaints. 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