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

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.