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Customer Service Recovery for Business

The Right Words at the Right Time

Having the exact words handy in a tense situation, and knowing how to say them, can make all the difference. Unfortunately, it is often the newest or least trained employee who has the last clear chance at saving a customer's relationship with your company. When dealing with customers who may not be at their best, it is all the more important that your staff is at their very best, and ready with The Right Words at The Right Time.

  • Teaches front line staff how to handle difficult customers
  • Shows how to react and recover when there is a complaint
  • Helps everyone in the office gain customer loyalty and new business

This product does not have:
  • Sample Training Guide
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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.

Situations Covered:
  • 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:
    • Send the 3 Signals:
      "I Care"
      "I Understand"
      "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

    Also available in these industry-specific versions:
    Leisure & Hospitality

    A Media Partners Title


    • DVD
    • CD-ROM containing Leader’s Guide and PowerPoint Presentation
    • 10 Reminder Cards


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    For Federal Government customers:

    CRM Learning is a division of Media Partners Corporation and all government orders are invoiced by Media Partners.

    Media Partners is registered with SAM.
    Cage Code: 3Q5F1, Status: Active, Expiration 01/20/2021

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