The Art of Listening & Service Recovery

The next step in creating and sustaining a culture of service excellence is having an effective problem resolution process that is well executed by your staff.  The half-day workshop can also be facilitated by our team at your site – or we can train your in-house team to deliver it.

Participants walk away with sound strategies and coping methods for dealing with upset customers, and regaining their trust and loyalty.This half-day program can also be customized.

Topics Covered

Key Drivers of Customer Dissatisfaction
Strategies to Win Over Rude or Upset Customers
The 5 Levels of Listening
The 5-Step Problem Resolution Process
The 4 Levels of Employee Empowerment
Key Phrases that Diffuse Intense Situations
Applying What You Have Learned

This program can be customized for your organization.  A detailed agenda is available upon request

Target Audience Frontline, Administrative and Support Staff; Managers and Supervisors.

I can't imagine anyone else being able to present this information and keep the group interested. Theo was exceptional, and I gained so much! This was an excellent refresher!Medical Assistant, Healthcare Organization