Training Catalog » Customer Service Recovery - What to Do When Things Go Wrong
Instructor: EANE Staff
Fee: $105.00
The real test of customer service comes when things go wrong. Fixing a mistake or solving a problem often creates more customer satisfaction and loyalty than if nothing had gone wrong in the first place. Knowing how to manage these challenging situations makes the difference between saving the day and satisfying the customer, or total disaster. Target Audience Learning Objectives Competencies
All individuals providing customer service
• Understand the basics of service recovery
• Learn damage control and restoring trust
• Learn telephone and computer service recovery skills
• Develop options to resolve the situation
• Develop a service recovery strategy
• Conflict Management
• Customer Focus
• Listening
| Date: | Time: | Code: | Location: |
| 2012-10-16 | 8:30am - 12:00pm | CSR101612H | Holyoke, MA |