Six Steps to Service Recovery

A negative service experience does not have to end badly. Customer service professionals are often in need of a model to demonstrate how to truly resolve issues. Resolution goes beyond fixing the problem and is completely explained in this online training video.

This training program emphasizes the importance of retaining current customers who reach out to express service issues. Learners are taught how to go beyond problem resolution in order to preserve existing relationships. The six steps covered are rapid response, taking ownership, sincerely apologizing, solving the problem, managing feelings and confirming customer satisfaction.

Properly executed service recovery keeps your existing customers and elevates the reputation of your organization.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

All those in customer service interested in service recovery strategies

• Introduction
• What is Service Recovery?
• Respond Promptly
• Take Ownership
• Apologize Sincerely
• Solve the Problem
• Manage Their Feelings
• Verify Satisfaction
• Review

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute