Overview
Missed the session?
If you miss the session you can watch on TUCO's Facebook page or on YouTube.
Who is this for?
Anyone who has to deal with customers as part of their job role.
Why should I take part?
Complaints are a natural and unavoidable part of having customers. Maybe you dread them and avoid engaging with the complainant with more that the bare minimum response but you’re missing a trick! It’s worth taking a positive approach to every complaint you receive as they offer the perfect opportunity of winning your business committed customers and loyal advocates.
Complaining these days has become an online spectator sport which might make you even more reluctant to engage. Join our webinar to learn how to seize these opportunities and make them work for you.
How will it help me?
During the session, you will…
- To change your mind-set about complaints
- To answer all online complaints with positive messaging
- To deal with difficult customers in store
- To change apparent haters into fans
About the Trainer:
Judy Roberts;
RETAIL FOOD MERCHANDISING CONSULTANT – RIGHT PRODUCT RIGHT PLACE
Judy Roberts has spent her career in food and catering businesses, working over the past 12 years in merchandising and product sourcing.
After gaining her degree in Hotel, Catering and Institutional Management from Manchester Metropolitan University, she entered a post-graduate management development scheme with the Royal Mail Catering Service. This solid foundation gave her the ability to fast-track into catering management within contract catering business environments. The move across to business development in contract catering was a natural progression for her skills and passion for delivering a great service, and she was instrumental in the growth of a smaller contractor from £5m turnover to £60m over 10 years.
Latterly she worked within a large contractor providing advice, workshops and physical makeovers of many catering outlets in order to create the best possible front-of-house experience for customers and the best return for the caterer.
She started her own consultancy in 2019, having seen the requirement generally across the catering industry for a more ‘retail’ and strategic approach to product layout and display. Her approach is to help the caterer to analyse their menu and food offer to create the most profitable layout, be that on actual counter display or on menus and point of sale.
