Customer Service Recovery for Business: The Right Words at the Right Time
Run time: 13 Minutes
One employee can become the face of your company when things go wrong. This practical and memorable program is specifically designed to empower your staff with a clear checklist of customer service recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, employees will learn how to match the signals they send to customers with the words they actually say.
This valuable training equips your front line staff with a step-by-step process for turning frustrations or complaints into understanding and solutions. A wide variety of realistic service recovery scenes demonstrate the use of the right words at the right time, to overcome almost any customer service challenge.
An angry customer calls to close his account. A rude customer belittles an employee for offering an extended warranty. A customer is frustrated that others are being served before him. A clueless customer won't stop talking on her cell phone during an account review. A leering customer tries to get too personal with a young employee. A disappointed customer demands to speak with a manager when her product delivery date is missed.
Having the exact words handy in a tense situation can make all the difference. Often, it is WHAT
you say, as well as HOW
you say it. Employees will learn to use the right words to:
Also available in these industry-specific versions:
Leisure & Hospitality
- Send the 3 Signals:
"You can Trust me to take care of this"
- Stay Polite and Professional:
- When a Customer is Rude
- When a Customer is Clueless
- When you can't say, "Yes" to a Customer Request
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