Training
Preventing and Fixing Customer Service Mistakes

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MARC offices, 600 Broadway, Suite 200, Kansas City, Mo. 64105

This course is part of the Customer Service series from the Government Training Institute (GTI)

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.

This course is a virtual, instructor-led, live online event, with self-paced activities and learning opportunities. Live event recordings will be posted for all participants.

Register now

Additional information

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.

Questions?

For more information about this course, please contact GTI.

Customer service representative with headset
Government Training Institute (GTI) program logo

Presenter: Kimberley McConico

Kim McConico from Winning Within and Associates

Kimberley McConico is a Senior Associate for Winning Within & Associates, LLC, a Kansas City-based organizational development consulting firm. Kim is a recognized speaker, educator, entrepreneur, and published author.

Kim has worked with nonprofit organizations, businesses, and faith-based organizations. She’s known for her ability to capture the listeners with visuals and humor and teach with clarity. Her passion is to educate, inform and help empower people of all ages so they can achieve their goals, dreams, and visions. Kim worked in the technology field for over 13 years in IT Project Management and Customer Service Support Management. She helped businesses improve help desk and desktop support; thus improving customer satisfaction and boosting employee morale. She created process workflows to improve service and support and later furthered her education by earning a White Belt in Six Sigma. She earned her Bachelor’s Degree in Journalism from The University of Kansas.

Topics: Customer Service Certificate Program Classes

Focus Area: Local Government