Managing Difficult Customers – The Service Recovery Paradox
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About This Course
Have you ever asked yourself “if an upset customer approached me, would I know how to make the customer forget why they were mad in the first place?
This highly interactive session will guide you through six steps to successful service recovery and highlight the importance of tone, empathy and providing an alternative, rather than saying no. Role playing scenarios will be incorporated.
Course Objectives:
- Learn 6 steps to diffuse the big feelings of your customers and win them back
- Learn the difference between expressing empathy and giving an apology.
- Learn how to provide an alternative rather than saying ‘no’
Inclusions
- Instructor-led training
- Training Seminar Student Handbook
- Real-world learning activities and scenarios
Your Instructors
Course LMSBoss
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Free
Inclusions
- Instructor-led training
- Training Seminar Student Handbook
- Real-world learning activities and scenarios
