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

This practical and memorable program is specifically designed to empower your staff with a clear checklist of Customer Service Recovery tools and techniques.

Program length 13 minutes
Topics: Customer Service

Unfortunately, it is often the newest or least trained employee who has the last clear chance at saving a customer's relationship with your organization. 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. A wide variety of realistic service recovery scenes demonstrate the use of The Right Words at The Right Time, to over-come almost any customer service challenge.

Key Learning Points

    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 barista.
  • An angry customer demands to speak with a supervisor when her product delivery date is missed.
  • A disappointed customer demands to speak with a manager about a missed delivery.

Support Materials

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