This program of work provide proactive support to the Customer Care Team who connect with customers during an appeals, complaints or escalation process. This connection was in the form of an email, chat or phone conversations.

It was identified that the team would benefit from the opportunity to develop confidence and skills on how to manage difficult or challenging customer conversations. Specifically, building understanding and skills on how to connect with customers who may be emotionally distressed. As well as develop personal resilience as individuals and as a team.

Testimonial quote

“We worked with Maria from The Bridge International to support our Customer Experience team during a crucial period. I am thoroughly impressed by the care and passion Maria demonstrated. She took a unique approach to deeply understand our business, our team, and the challenges we were facing, collaborating with us to co-design a tailored solution. Her industry experience and expertise were evident as she developed a comprehensive program of activities aimed at enhancing communication skills and building resilience within our Customer Experience team. This program was incredibly valuable and engaging, playing a key role in fostering a strong, high-performing culture within our CX team.”

Wendy Huang

General Manager – CX

OET