In this course, we have talked about leaning in to the customer when they experience problems. 

But what does “leaning in” mean to you?

Next time you get a complaint – how will you act, to lean in? Imagine the scenario in your head, then write down exactly how you leaned in to the customer in past tense.
Feel free to write it in your own language.
(Why do we ask this question? Because it will help you make “leaning in” into your own thing. Also, writing in past tense has shown to increase the possibility that you actually do it.) 

Example: 
When I received the complaint, I noticed that my dinosaur brain was switched on, because I wanted to hide under the table. But I quickly switched on my outstanding brain instead, and called the customer 5 minutes after I received his e-mail. I asked him how this impacted him, his team and the relationship with their customer, and I recognized his feelings. I promised I would do everything I could to help him, even if it wasn’t our fault. I asked a colleague, and …

What are the 3 MAIN THINGS you learned from this course about How to handle Complaints? 

Feel free to write it in your own language. 
(Why do we ask this question? Because putting what you learned into your own words will help you remember your new knoweldge!)

What habits will you change going forward when hadling complaints?

Feel free to write in your own language. 
(Why do we ask this question? Because it will help you implement your new knowledge into new habits in real life!