Customer
Service Recovery
Maintaining good relationships with your customers is an essential
business necessity, but can be difficult when problems arise.
This one-day seminar focuses on how to avoid and address conflict
situations involving your customer using concepts and techniques
that will maintain, and even build your relationship.
Seminar Content
Customer Service
- The Importance of Your Customer
- Customer Service Defined
- What Customers Expect From Us
- What We Expect From Our Customers
- Defining the Customer Relationship –
Proactive Conflict Avoidance
- Moving From Managing the Customer to
Managing the Customer Experience
The Five Stages of Service Recovery
- Situation Definition
- Situation Analysis
- Action Analysis
- Action Execution
- Action Follow-up
Avoiding Conflict - Effective Listening
- The Communication Process
- Basics of Effective Listening
- Understanding Your Listening Style
- Applying Effective Listening to Customer
Service Recovery Situations
Customer Conflict Management
- Conflict Defined
- The Unique Nature of Customer Conflicts
- Common Causes of Customer Conflict
- Understanding Your Customer’s
Conflict Style
- Adjusting to Your Customer’s Conflict
Style
- Listening Under Pressure
- Applying Conflict Management
- Strategies with Your Customer
Representing Your Company’s
Interests
- When the Customer is not Right!
- Understanding Your Authority
- When and How to Obtain Upper Management
Assistance
Managing the Aftereffects
- Post-conflict actions to restore and
build the relationship
Who Should
Attend
Managers, executives, engineers, customer service representatives,
sales representatives and others directly involved in the
understanding and resolution of customer problems and issues.
Each participant will receive a comprehensive
manual and a Certificate of Completion at the close of the
seminar.
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