Customer Service Recovery for Retail...The Right Words at the Right Time
DVD, Leader's Guide, PowerPoint Presentation, 10 Pocket Reminder Cards
(Program length: 13 minutes)
Sometimes it is the newest or least trained retail employee who has the last clear chance to save a customer relationship. They become the face of your organization when things go wrong. This practical and memorable program is specifically designed to empower your retail 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, front-line retail employees will learn how to match the signals they send to customer with the words they say. A wide variety of realistic retail scenes, demonstrate the use of The Right Words at The Right Time, to over-come almost any service recovery challenge.
Key Learning Points
- When a Customer is Rude
- When a Guest is Clueless
- When you can't say, "Yes" to a request