Our next Business Breakfast Club will be 19th January 2018 at Ufford Park Hotel, Melton nr Woodbridge IP12 1QW
KICK 2018 OFF TO A GREAT START!
Rebecca Winn from Winnthinking People Development joins us for a bite size introduction of a full workshop we will have running in March.
Rebecca Winn founded Winnthinking People Development following many years as a learning and development professional, both in-house and in external consultancy.
Before moving wholly into people development in 2001, Rebecca spent a long time ‘at the sharp end’, dealing directly with customers (including angry, complaining ones) and as a people manager.
That’s important, because it gave her an insider’s understanding of the pressures experienced by people within customer facing roles. It also gave her an appreciation of the vital contribution played by those behind the scenes. Great customer service begins at the top, and moves right down through the whole organisation.
Making Difficult Outbound Calls
What was the last difficult call you had to make? Collecting a debt? Making a complaint? Refusing credit? Cancelling a contract? Giving bad news? Apologising for a mistake?
From time to time we all have to make a call that we find uncomfortable, so would it help to have some pointers about how to do it well?
This workshop will cover some common scenarios and consider
· How your mindset can work for or against you when you’re under pressure
· Tried-and-tested approaches to having difficult conversations
· Strategies to troubleshoot challenging scenarios brought along by participants
A truly practical, hands-on conversation about difficult conversations.
Tickets are £10 for Suffolk Coast Business Members, non-members £15. Tickets include a delicious breakfast, time for networking and an informative speaker.