Fantastic Fixers: Be a Lifesaver
*Core Course for the Customer Service Certificate Program
Mistakes happen in every organization. But how the organization recovers from the mistake is the difference between sinking and swimming. It is crucial to ongoing customer satisfaction and retention. A “life-saver” can solve the problem and actually increase customer loyalty. Texas A & M research shows customer loyalty goes up 60% when successful recovery occurs. But an organization can’t correct mistakes if the front line employees don’t.
Learn to identify what customers want and expect when a service breakdown occurs, use the five steps of service recovery as needed per situation, work with the customer to develop a plan of service recovery, identify opportunities to add value to the service recovery process, and complete the service recovery cycle to win over the customer in the process.
Leave feeling confident in your ability to be a lifesaver and problem solve with your customers for excellent service recovery.
Learning Objectives:
- Partner with your customer to problem solve
- Reduce costly future mistakes
- Build customer loyalty
- Handle complaints for maximum customer satisfaction
Dates/Times:
- Tuesday, July 8, 2008, 1:00 p.m. - 4:30 p.m.
- Tuesday, Nov. 18, 2008, 1:00 p.m. - 4:30 p.m.
Location: MARC Conference Center
Instructor: Creative Business Solutions
Fee:
- GTI Members $104
- Non-members $120
Registration:
- Register and pay online with a credit card:
- 7/8/08
- 11/18/08
- Register online and pay with an agency purchase order
Questions? Call 816/701-8234 or e-mail gti@marc.org.