State & Local Government and Education customers…
Save 15-20% on this title May 1 through June 30, 2019. See Details
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.
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:
Stay Polite and Professional:
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:
Useful for customer service or sales training. Good acting, great supportive graphics and a compelling narrator make it an engaging program to watch.