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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
Continuing Education Units (CEUs)
0.0
Training Time ?
24 to 29 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
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
Course screen Course screen Course screen
Overview

Everyone has had a bad customer service experience. The outcome is determined by how it ’s addressed. As a customer service professional it is essential you produce an appropriate resolution to all customer problems and illustrate your willingness to address all customers’ feelings. This Video On Demand training program demonstrates the necessary skills to successfully resolve service issues.

Service recovery goes beyond correcting the immediate issue. Service recovery, as explained in this training presentation, includes what you must do to keep the upset consumer as your customer. The six steps explored are:

  • Step 1: Respond Rapidly
  • Step 2: Take Ownership
  • Step 3: Apologize Sincerely
  • Step 4: Solve the Problem
  • Step 5: Manage the Feelings
  • Step 6: Verify Satisfaction

No one can afford to lose a customer that could have been saved. This video prepares learners to apply the six–step process to resolve customer issues and with a focus on retention.

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 of completion
  • You have 60 days to complete the course
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Workplaces
Audience

All customer service professionals interested in service recovery techniques

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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