Programme overview
The Essentials of Service Recovery
Respond with empathy, resolve concerns and rebuild customer confidence
The way a lapse is resolved can weigh heavily on whether customers return. Recovery is therefore an essential discipline for every frontline team. In this programme, participants will learn to respond to complaints, communicate refusals positively and de-escalate tense situations. They will also apply the 4 As of Apology (Agree, Apologise, Act and Appreciate) while strengthening the emotional intelligence needed to rebuild customer trust, satisfaction and loyalty.
Ideal for client service professionals, customer service representatives, account representatives and managers, retail professionals, service consultants, team leaders and supervisors.
Duration: 1 Day
View Programme Calendar here.
Learning Outcomes
- Communicate a refusal or denial in a way that is positive and solution-oriented.
- Apply the 4 As of Apology (Agree, Apologise, Act, Appreciate) to effectively resolve customer complaints.
- Utilise techniques to de-escalate tense situations and turn potentially negative interactions into positive experiences.
- Demonstrate enhanced emotional intelligence when handling challenging customers.
Continue the journey
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