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Six Steps to Service Recovery: Fix the Problem, Manage Their Feelings

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Course Format
Video on Demand  Video On Demand
Product ID
tdocsssr_vod
Training Time ?
23 to 33 minutes
Language(s)
English
Video Format
Standard Definition Wide
Devices Supported
Browsers Supported
Android, Chrome, Internet Explorer 9, Internet Explorer 10, FireFox, Safari Mac OS, Safari iOS, Blackberry
Required Plugins
None
Number of Lessons
10
Quiz Questions
10
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
Course screen Course screen Course screen
Overview

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.

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

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course
Audience

All those in customer service interested in service recovery strategies

Topics
The course presents the following topical areas:
  • Introduction
  • WHAT is it & WHY do we need it?
  • Respond Rapidly
  • Take Ownership
  • Apologize Sincerely
  • Solve the Problem
  • Manage the Feelings
  • Verify Satisfaction
  • The Wish Statement
  • Review

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