The Right Words at The Right Time Customer Service Recovery For Business

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The Right Words at The Right Time Customer Service Recovery Business

The Right Words at the Right Time: Customer Service Recovery for Business (13 Minutes)

What You Get:

  • The Right Words at the Right Time DVD Business Version (13 Minutes)
  • 1 Leader's Guide on CD
  • 1 PowerPoint on CD
  • 10 Pocket Reminder Cards
 
The Right Words at the Right Time: Customer Service Recovery for Business solves difficult customer service situations by giving tools to staff with direct contact to the customer. The tools in this program are vital to turning around situations that go wrong and the language and tone to take to create positive solutions. This staffs with direct contact to the customer in these difficult moments represent your entire company. So these tools are vital to tackling difficult situations and keeping good clients. For customer service, the business world offers different challenges than that of other industries. This program gives a straightforward checklist of the proven phrases and tones to speak in that can turn a bad customer service situation around. A series of situations in the business world are demonstrated to show that almost any problem can be overcome with The Right Words at the Right Time.
 

SCENARIOS DEPICTED

An angry client calls to close their account.

A distracted customer won’t stop talking on their cell phone during an account review.

An angry customer demands to speak to a manager about a missed delivery

A rude customer rants and belittles a staff member for offering an extended warranty.

A frustrated customer demands to speak to a manager when her product delivery date is missed.

A customer is angry because others are being server before him.

A customer becomes too familiar with a young barista.

 

Knowing the Right words at The Right Time will help staff to diffuse these difficult and sometimes hostile situations.

 

LEARNING POINTS:

-Send the 3 signals:

I care

I understand

You can trust me to take care of this

 

-Stay Polite and Professional

When a Guest is rude

When a guest is distracted

When you can’t just say Yes to a request or demand

 

OTHER VERSIONS OF THIS PROGRAM ARE:

Healthcare

Hospitality

Retail

Government

 

 

 

 

 

 

 

 

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