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

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. 


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 customer gets upset when he believes he was next in line.

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.

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 a Customer is Rude
  • When a Customer is Clueless
  • When you can't say, "Yes" to a Customer Request

This valuable training will equip your staff with a step-by-step process of turning frustrations or complaints into understanding and solutions. When dealing with customers who may not be at their best, it is all the more important that your employees are 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 Business - USB $945.00


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!

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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 Business
 
reviewed by 1 people
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    Greg Boyd - Service Manager

Useful for customer service or sales training.  Good acting, great supportive graphics and a compelling narrator make it an engaging program to watch.  

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