The Essentials of Service Recovery
Duration: 1 Day
This 1-day training programme is designed to equip customer service professionals with the skills to manage difficult situations effectively. Participants will learn how to say "no" in a positive manner, master the 4 As of Apology, and develop techniques for de-escalating tense interactions. The programme emphasises practical applications, enabling participants to enhance customer satisfaction and loyalty, even in challenging scenarios.
What Learners Will Achieve
After completing the programme, learners will be able to:
- 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.
Target Audience
This programme is catered for:
Client Service Professionals
Customer Service Representatives
Account Representatives/Managers
Retail Professionals
Service Consultants
Team Leaders and Supervisors
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