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Customer Service Recovery for Government

The Right Words at the Right Time

Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer's frustration or complaint into understanding. In the heat of the moment, this program will empower your staff with a clear and memorable checklist of service recovery tools and techniques.

  • Teaches government employees how to serve the public professionally
  • Shows how to react and recover when the situation is a complaint
  • Helps everyone in the agency represent and serve their citizen-customers

This product does not have:
  • Sample Training Guide

Customer Service Recovery for Government: The Right Words at the Right Time

Run time: 14 Minutes

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 the words they say. A wide variety of realistic public sector scenes demonstrate the use of the "right words at the right time" to overcome almost any service recovery challenge.

Situations Covered:
  • A caller threatens a lawsuit.
  • A citizen claims race is a factor in his application denial.
  • A business owner is upset that her permit is denied.
  • A veteran is offended by a scheduling delay.
  • A citizen claims he was next in a service line.
  • A customer makes unwanted advances with a personal gift.
  • An applicant won't end her cell phone conversation.

Employees will learn how 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 the customer is Rude.
    - when the customer is Clueless.
    - when you can't say, "Yes".

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.

A Media Partners Title


  • chaptered DVD
  • CD-ROM containing Leader's Guide PDF and PowerPoint Presentation
  • 10 Reminder Cards


Be the first to comment on this program: feedback@crmlearning.com

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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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