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The Right Words at the Right Time... Customer Service Recovery for Government
Program length: 14:20

Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen customer's frustration or complaint into understanding. This program will empower your staff with a clear and memorable checklist of Service Recovery Tools and techniques that will help them handle any challenging customer situation in the heat of the moment. 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.

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.

Also available in these Industry-Specific Versions:

Leisure & Hospitality

Languages Available (sold separately): English, Cantonese (dubbed), Chinese Simplified (subtitled), French Canadian (subtitled)

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We offer a variety of Content Delivery Options and Formats.

This program is available for delivery through your LMS in SCORM format or an embedded link for either streaming or eLearning.

For more information on pricing and delivery formats, call us (1-800-408-5657), chat with us, or send an email to

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


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 Government
reviewed by 1 people
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    R. Preuss - R&D Training Coordinator
Well executed program with solid customer service training tools. These are the basics, perfect for an orientation of new hires.

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