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 customer feelings. This 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. This course shows reps how to recover from service mishaps by responding rapidly, taking ownership, apologizing, solving the problem, managing the feelings, and verifying 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 with a focus on retention.