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

Unfortunately, it is often the newest or least trained employee who has the last clear chance at saving a customer's relationship with your organisation. One employee can become the face of your company when things go wrong. 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.
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 wide variety of realistic service recovery scenes demonstrate the use of The Right Words at The Right Time, to overcome almost any customer service challenge, such as;

• 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.
  

EMPLOYEES WILL LEARN HOW TO USE THE RIGHT WORDS TO:

Send the 3 Signals:

1. "I Care"
   
2. "I Understand"
   
3. "You can Trust me to take care of this"
   

ALSO AVAILABLE IN THESE INDUSTRY-SPECIFIC VERSIONS:

Government
Retail
Hospitality

Healthcare version coming soon!

Business Version - 15 Minutes

Preview A Clip Online Here

Item added 16 February 2015

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