VIRTUAL AND LIVE FACILITATOR CERTIFICATION PROGRAMS FOR INDEPENDENT FACILITATORS OR IN-HOUSE FACILITATORS.

If you are a Trainer or Facilitator,

join our TTT Facebook group:

Train-the-virtual Facilitator certification programs for independent trainers or in-house trainers

What is the process to become a certified facilitator?

  1. Independent Facilitators will be required to have:

    • Experience with Zoom or other platform

    • Experience with facilitating virtual programs

  2. Facilitators will lead discussions, using the 13

    module videos and provided A Complaint Is

    A Gift Workbook.

  3. Facilitators will complete the 12 Module program.

  4. Facilitators must demonstrate ability to use Zoom tools.

  5. Facilitators will submit a document explaining why they want to be a Complaint Is a Gift facilitator.

  6. Facilitators will demonstrate facilitation of the

    virtual program.

  7. Facilitators must maintain a 4.5 score rating from participants on a 5 point scale.

What are the factors you should consider for certifying live in-house facilitators Certified facilitator?

  1. Depending on the size of your organization, live or virtual facilitator programs can reduce costs and give ownership of the program to your organization.

  2. Facilitators will enhance their experience as facilitators in the field of customer service and complaint handling.

  3. For live programs, facilitators will offer a customized 13 module live program.

  4. For virtual programs, facilitators will use 13 module videos to lead discussions.

  5. Whether the program is offered virtually or live, each program participant will be provided with and use A Complaint Is a Gift Workbook.

CONTENTS

  1. A Complete Guide Covering 101 Activities in the A Complaint Is a Gift Workbook (CIAG W)

  2. Thirteen sets of Power Point decks with color slides. All the Getty Images graphics are under license by Janelle Barlow.

  3. Multiple activities, some to be done by participants on their own; some to be done in groups

  4. Links to online blended learning activities

  5. Multiple group energizers and activities

  6. Five and Ten minute videos that can supplement contents of this program

  7. List of learning objectives

  8. Advice to handle objections when they arise, especially to the Gift Formula

  9. Advice and Consulting when required

  10. Available in both English and Spanish as of late 2022 or early 2023

  11. Special invitation to join the A Complaint Is a Gift Facebook page, where exclusive information, interviews, and life streams will be offered. This FB page is a place for facilitators around the world to exchange information as they learn the ins and outs of the programFull Width

WE USE ROBUST LEARNING APPROACHES

MINDSETS

Mindsets reinforce the individual mental culture necessary to support behaviors and skill sets. We help you customize specific business mindsets to support your business strategies.

OUTCOMES

Outcomes, set at the highest level of your organization, are concrete aspects of your Company Strategy. Dr. Barlow uses your identified outcomes already established, or consults to define the specific outcomes that your company strategy requires to achieve corporate results.

COMPETENCES

Competencies are related to job outcomes.

BEHAVIORS

Behaviors are specific ways to demonstrate identified job Competencies.

SKILL SETS

Skill Sets refer to the knowledge, experience, and abilities to perform a specific job.
Digital Reinforcement—Digital Reinforcement aids in on-going reinforcement.
Facebook pages, You Tube videos, blogs, and repetition can be shared in companies and around the globe for international businesses.

A COMPLAINT IS A GIFT 13 MODULE OVERVIEW

MOD 1:

GETTING STARTED

  • A Successful Journey Requires Direction, Guides, and a Plan

  • What’s My Commitment to Success?

  • Self-Assessment: What’s My Starting Point?

MOD 2:

UNDERSTANDING COMPLAINTS

  • Definition of Complaints: A Statement About Expectations Not Met

  • What Is a Complaint to You

  • Difference Between Feedback and Complaints

  • My Best and Worst Complaints

  • Why Do I Complain?

  • Who Has Right to Complain?

  • Why Don’t I Complain?

  • To Complain or Not—It’s Complex

  • SELF-CHECK

MOD 3:

WHO COMPLAINS?

  • Complainers Come In a Variety of Packages

  • “I Want You To Get Better” Complainer

  • “I’m Leaving” Complainer

  • “Online” Complainer“

  • "Game the System” Complainer

  • Who Is This Complainer?

  • Dealing with All Types

  • Responses for All Types

  • SELF-CHECK

MOD 4:

TREASURE OF COMPLAINTS AS GIFTS

  • Why are Complaints Gifts?

  • Reasons Why Complaints are Gifts

    1. Define Customer Wants

    2. Tell Us Who is Loyal

    3. Least Expensive Marketing Tool

    4. They Are Still Talking With You

    5. Better Chance to Keep Customers

  • How to Get More Complaints

  • When Organizations Stop Getting Complaints

  • SELF-CHECK

MOD 5:

THE GIFT FORMULA

  • What is the Gift Formula? Mindset Matters

  • Imagine a Birthday Gift

  • The Gift Formula Overview

  • Respond by Saying “Thank you”

  • Build Stronger Rapport

  • Apologies Matter

  • The Power of Apologies

  • What Do Apologies Mean to Me?

  • Now Fix It

  • Your Company Needs to Make it Right

  • Say It Like You Mean It

  • Follow Up With a Customer

  • Victoria’s “Thank you” Story

  • Practicing the Gift

MOD 6:

BUILDING EMPATHY

  • The Power of Empathy

  • As Important as Refunds

  • Reading Emotions

  • Basic Emotions: anger,sadness, fear, disgust, surprise, happiness

  • Case Study: Sharing Emotions

  • What’s My Impact?

  • What’s Important to My Customers?

  • SELF-CHECK

MOD 7:

QUESTIONING SKILLS

  • The Power and Challenge of Asking Questions

  • Types of Questions

  • Probing Questions

  • Best Questions to Get More Customer Feedback

  • SELF-CHECK

MOD 8:

LISTENING SKILLS

  • What Does Listening Mean to Me

  • Listening at Three Levels

  • Paraphrasing Helps!

  • Listen to Deepen Rapport

  • Listening Using Pacing

  • SELF-CHECK

MOD 9:

BEYOND WORDS

  • What’s the Body Saying?

  • Body Language Rules & Cues

  • Our Voice and Its Hidden Subtleties

  • SELF-CHECK

MOD 10:

POWERFUL PHRASES THAT WORK

  • Words Matter

  • Powerful Complaint Handling Phrases

  • Three Phrases in One

  • SELF-CHECK

MOD 11:

DIFFICULT CUSTOMER INTERACTIONS

  • Difficult Customers

  • The Emotional Giant—Anger!

  • Anger As a Volcano

  • Anger and Dissatisfaction

  • Stages of Volcanic Eruption

  • Let’s Revisit the Anger Volcano

  • No Customer Name-Calling

  • The Case of the Picky Customer

  • Ensure Your Own Safety

  • SELF-CHECK

MOD 12:

MAKING STRESS WORK FOR ME

  • Stress Starts with a Decision

  • What is Stress?

  • When Do I Feel Stressed?

  • Stress and Performance

  • Stress Signals

  • What Are My Signals & Stressors?

  • Burnout—Is This Me?

  • Short Relaxation Techniques

  • Mindfulness & Raisin Technique

  • The Power of Gratitude

  • Checklist: Online Resources

  • SELF-CHECK

MOD 13:

GIVING & RECEIVING PERSONAL FEEDBACK

  • Why Provide Feedback?

  • Guidelines for Providing Feedback

  • Be Specific with Feedback

  • Taking in Personal Feedback

  • Ideas to Get More Personal Feedback

  • Setting Limits to Feedback

  • Gift Formula Works for Personal Feedback

  • Test Your Knowledge of the Gift Formula

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