Six Steps to Service Recovery: Fix the Problem, Manage Their Feelings
- Product ID
- tdocsssr_vod
- Training Time ?
- 23 to 33 minutes
- Language(s)
- English
- Video Format
- Standard Definition Wide
- Required Plugins
- None
- Number of Lessons
- 10
- Quiz Questions
- 10
- Question Feedback
- Wrong Answer Remediation
- Lesson Bookmarking
- Downloadable Resources
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.
- Install on any SCORM LMS
- Full-screen video presentation
- Print certificate and wallet card
- You have 30 days to complete the course
All those in customer service interested in service recovery strategies
- 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
© Mastery Technologies, Inc.
