The Right Words at the Right Time... Customer Service Recovery for Retail
CUSTOMER SERVICE | a MEDIA PARTNERS Release
Program length: 13:00

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.

SITUATIONS COVERED:

  • The Father-of-the Bride is sent home with an unfinished suit.
  • A hostile customer belittles an employee about their extended warrantee program.
  • A clueless customer demands that her on-line purchases be returned free by the store.
  • A suspicious customer accuses an employee of ringing up the wrong prices.
  • A leering customer tries to get too personal with a young barista.
  • A demanding customer refuses to hang up her cell phone during a transaction.
  • A disappointed customer demands to speak with a manager about a missed delivery.

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. This valuable training equips your staff with a step-by-step process of turning frustrations or complaints into understanding and solutions.

RETAIL EMPLOYEES WILL LEARN 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 a Customer is Rude
  • When a Guest is Clueless
  • When you can't say, "Yes" to a request

When dealing with customers who may not be at their best, it is all the more important that your staff be at their very best, and ready with The Right Words at The Right Time.

Also available in these industry-specific versions:


Languages: English

Purchase Now!

DVD, USB*, ONLINE & Support Materials
Purchase $945.00
Rental $350.00
The Right Words at the Right Time... Customer Service Recovery for Retail - USB $945.00
RWRT Retail Leader's Guide (I DO NOT own the DVD) $99.95
RWRT Retail Leader's Guide (I DO own the DVD) $9.95
RWRT Retail Pocket Cards $0.50


If you need more information or have any questions, please contact us at 1-800-408-5657.

This program is available through Online Business Learning, our streaming subscription platform which offers over 2000 premium streaming and eLearning courses, 24/7, for a low monthly price. READ MORE about it, or call at 1-800-408-5657 us to set up a FREE 30 DAY TRIAL today!

Please click the checkbox of the product(s) you would like to order, then click Add to Cart.
FLEXIBLE, PORTABLE

ONLINE TRAINING

Have access to over 2000 Premium Training Programs with our Online Subscription Service. Or choose one program with our Single License Option.

The choice is yours.

WHAT OUR CUSTOMERS SAY

Honest opinions from the managers and employees who use our training products in the real world.
The Right Words at the Right Time... Customer Service Recovery for Retail
 
reviewed by 1 people
Want to review? Login or Join Now
    Mark Hart - Supervisor

You've crammed a ton of useful information into a relatively short amount of time. Solid training and realistic acting make it an engaging program to watch and learn from. BTW: I think your website is very well done--Thanks for putting the previews out there.

Want to write a review? Login or Join Now, and give us your honest opinion of this program.
Your review may be displayed on Media-Partners.com

Join Media Partners

Do you want FREE shipping, full-length
online previews, and a whole lot more...


JOIN FOR FREE