Telephone Doctor Customer Service: 08. Six Steps to Service Recovery

In today's competitive service environment merely correcting the problem isn't always enough. Many situations require Service Recovery. Service Recovery is a specific set of actions, which customer-oriented organizations take whenever there's a disappointment for the customer. If you’re in the business of serving customers sooner, or later you’re going to experience challenges where your company, your product or your service comes up short. The goal of this course is to provide learners with key techniques and strategies to ensure customer satisfaction. Participants who have successfully completed this course will learn and demonstrate the understanding of the concept of, and the Six Steps to Service Recovery. Learners will gain insight into how to correct problems while taking proactive steps to help manage the customer’s feelings and apply the correct techniques to assure future business despite the problem that occurred. This training is ideal for call centers, call center training, CSR, CSRs, customer service reps, customer service advisors, customer success, customer service associates, help desk, guest services, help desks, tech support, technical support and other customer facing team members.

Learning objectives:

• Utilize the 6 Steps to Service Recovery to ensure business is retained
• Go beyond correcting a customer's problem and manage their feelings about the situation
• Solve the problem effectively and take a customer from disappointed to satisfied