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

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.

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.

Key Learning Points

  • 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
@ $945.00 each

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Title Customer Service Recovery for Government...The Right Words at the Right Time
SKU
Program length 15 minutes

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