From time to time service failures occur, its how your staff and business deals with customer complaints that makes all the difference. Learn how to embrace a complaints as an opportunity culture. A concept the Service Recovery Paradox identifies that if a complaint is handled well the customer can be more satisfied than if nothing had gone wrong!

LEARNING OBJECTIVES:
1. Understand what is service recovery and the Service Recovery Paradox
2. Understand The Customer Complaint Iceberg
3. Learn about 10 service recovery tactics

LEARNING OUTCOMES:
1. Develop and implement an effective service recovery process for your business
2. Minimise negative social media reviews from dissatisfied customers
3. Drive repeat business, customer loyalty, and positive word of mouth promotion

About the Presenter: Dale Whyte
Dales Whyte’s career and success are achieved by utilizing the many skills gained in a diversity of business ownership and management roles, along with his successful ability to interact with people from all levels.
Dales’ ability to ask quality questions, drill down and understand the needs of small businesses has enabled him to provide advice and assistance to hundreds of small businesses across a diversity of industries.
His ability to communicate with customers is beyond question, with many years in radio, sales and marketing, making him a skilled and valuable advisor to regional businesses.

About the Host: Kylie Pettitt
Kylie Pettitt has had an extensive professional career across the consumer goods industry.
Her first career was within the wine & beverage industry, where she held roles in blue chip public and private organisations, focused on sales, marketing, leadership, category development and strategy.
Working for Red Bull, Pernod Ricard, Accolade Wines, and SC Johnson, she managed major retail, wholesale and hospitality clients for market-leading brands and portfolios. From this experience, Kylie brings strength and passion to product development, strategic business planning, and digital marketing.
Kylie later worked for Bluescope Steel, using her category and stakeholder management skills to lead pricing decisions for the Manufacturing Sector.
Kylie understands that mindset and emotional wellness play a crucial role in personal and professional success and has designed and facilitated programs focused on employee engagement and well-being.
In 2021, Kylie started her coaching practice, working with small business owners and female entrepreneurs to develop strong business foundations and the mindset to succeed in the early stages of business.
Kylie is passionate about leading clients to discover their own internal strengths, build resilience and thrive despite external circumstances.
Kylie is completing a Master of Business Administration (MBA) at the University of Wollongong. She holds certifications in NLP, Success Coaching, Conscious Education, High-Pressure Negotiation, and Emotional Intelligence, as well as a Level 2 WSET (wine and spirit education trust). Kylie is an Accredited Mental Health First Aider.
Kylie brings a highly strategic yet empathetic approach to support small to medium businesses to set solid foundations and scale beyond the start-up stage.