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The Right Words at the Right Time... Customer Service Recovery for Leisure
Program length: 11:00

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Sometimes it is the newest or least trained employee who has the last clear chance at saving guest relations. One employee becomes the face of your company when things go wrong. This practical and memorable program is specifically designed to empower leisure and hospitality 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 hospitality employees will learn how to match the signals they send to guests with the words they say. A wide variety of realistic hospitality scenes demonstrate the use of The Right Words at The Right Time, to overcome almost any service recovery challenge.

Situations Covered:

  • A potential events customer is upset that the front desk won't match an online room price.
  • A guest arrives in a hostile mood because of the parking rates.
  • A disappointed guest sends her entire food order back.
  • A clueless customer won't stop talking on her cell phone during check-in.
  • A suspicious customer accuses a server of theft while she used the restroom.
  • A leering and drunk customer tries to get too personal with a young cocktail server.

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 that can turn the situation around.

Leisure & Hospitality 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

This valuable training equips your staff with a step-by-step process of turning frustrations or complaints into understanding and solutions. When dealing with guests 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
The Right Words at the Right Time... Customer Service Recovery for Leisure - USB $945.00
RWRT Leisure Leader's Guide (I DO NOT own the DVD) $99.95
RWRT Leisure Leader's Guide (I OWN the DVD) $9.95
RWRT Leisure Pocket Cards - 10 pack $7.50

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

This program is available for delivery through your LMS (either streaming or eLearning in SCORM format).

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 Leisure
reviewed by 1 people
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    Mary Scott - Manager
A nice, solid training video with good acting and well supported teaching points.  I think you could use this sucessfully as an individual training piece, or great in a group setting.  I would have liked to see some examples of internal customer service - emplyee to employee, but overall, this is a useful training video.

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