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.
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 email@example.com
Target Audience Frontline, Administrative and Support Staff; Managers and Supervisors.