Reframe your mindset on MAD customers and negative reviews and learn how to professionally respond to negative reviews, handle MAD customers in person, phone and over email and gain loyalty!
As small business owners and team leaders, we've all experienced the rush of anxiety when faced with an angry email or a 1-star review from a customer. We understand that negativity is a part of business, but it's our responsibility to transform those negative experiences into positive outcomes for our customers. This presentation delves into the psychology behind handling angry customers because effective communication is key to resolving issues.
Learn to break down the barriers of negativity and actively engage with customers who provide feedback. You'll quickly grasp these concepts and feel empowered the next time you encounter an unhappy customer.
Leadership and Customer Engagement Expert
As a Leadership, Motivation, and Customer Engagement Expert, Cayci has enthusiasm and an authentic love of her topics that she conveys in her teachings. Cayci combines modern experience, research and time-honored teachings to help you help your people get to where they need and deserve to be. Alongside coaching YOU to be better. She helps you connect and build relationships with your people that are formed with trust, honesty, and love. Be real, be vulnerable, be honest. This is what makes you a power player with a heart. She can help you gain and keep clients, serve your people better, and make bank and rank! Cayci has a Bachelors of Science in Organizational Leadership with an emphasis in Management. She is an experienced in Small Business Ownership, Employee Training, Quality Analyst, and K-12 Substitute Teacher. She teaches on several online platforms and serves many entrepreneurs, professionals, network marketers, leaders and managers.
This portal is provided as a training and development resource for City of Markham employees. Every course is delivered by a qualified subject matter expert or learning organization, is quantifiable in hours, and is verifiable — you receive a documented certificate of completion for every course you finish, stored on LearnFormula indefinitely.
If you hold a professional designation (for example in engineering, accounting, human resources, or law), courses may be counted as professionally relevant, verifiable learning activities toward your continuing professional development. Individual practitioners are responsible for confirming that an activity meets the requirements of their professional body. For questions about the City of Markham's training and development policies, please speak with your people leader or Human Resources.
