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| Mastering proven service
recovery techniques to effectively dissolve anger, resolve complaints and leave
clients with a positive last impression. |
- Maintaining composure and
a concerned demeanour whilst under fire, and by so doing, diffuse the initial
anger and/or negativity.
- Understanding different
client behavioural styles - enabling delegates to adjust their problem-solving
approach accordingly.
- Adopting a simple process
to diffuse anger, clarify the problem & recommend suitable action.
- Applying a step-by-step
questioning process to quickly uncover the real issues relating to the client's
cocnern.
- Taking total ownership of
the client`s problem or query and being committed to not only putting out
fires, but seeing the problem through to a successful resolution.
- Recognising that a
complaint is not solved until a client says they're happy.
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