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Right Words at the Right Time: Customer Service Recovery, The
Produced specifically for front-line public employees, this practical training demonstrates how to turn a customer’s frustration or complaint into understanding. In the heat of the moment, this program will empower your staff with a clear and memorable checklist of service recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, employees learn how to match the signals they send to the words they say. A wide variety of realistic public sector scenes demonstrate the use of The Right Words at the Right Time to over-come almost any service recovery challenge.
Use the right words to send the 3 signals:
1). “I care”
2). “I understand”
3). “You can trust me to take care of this.”
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