Courses / The Right Words at the Right Time

The Right Words at the Right Time

Customer Service Recovery

14 minute streaming video

Business, Healthcare, Hospitality, Retail, and Government versions

English and Spanish

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Successful service recovery depends not only on what you say but how you say it.

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Produced specifically for front-line employees, this practical training demonstrates how to turn a customer's frustration or complaint into understanding. It will empower your staff with a clear and memorable checklist of Service Recovery Tools  that will help them handle any challenging customer situation in the heat of the moment. 

The Right Words at the Right Time training proves that having the exact words handy in a tense situation can make all the difference. From showing empathy and truly listening, to exploring with permission phrases and presenting options, employees who know what to say, and match the signals they send to those words, have a much better chance of calming a difficult customer.

Employees will learn how to:

• Send the 3 Signals: "I Care," "I Understand," and "You can Trust Me to take care of this"
• Stay Polite and Professional:
  • When a Customer is Rude
  • When a Customer is Clueless
  • When you can't say, "Yes" to a Customer Request

To ensure your learners see relatable scenarios, Business, Healthcare, Retail, Government, and Leisure/Hospitality versions of the course are available.