Six Steps to Service Recovery: Fix the Problem, Manage Their Feelings

Everyone has had a bad customer service experience. The outcome is determined by how it ’s addressed. As a customer service professional it is essential you produce an appropriate resolution to all customer problems and illustrate your willingness to address all customers’ feelings. This Video On Demand training program demonstrates the necessary skills to successfully resolve service issues.

Service recovery goes beyond correcting the immediate issue. Service recovery, as explained in this training presentation, includes what you must do to keep the upset consumer as your customer. The six steps explored are:

• Step 1: Respond Rapidly
• Step 2: Take Ownership
• Step 3: Apologize Sincerely
• Step 4: Solve the Problem
• Step 5: Manage the Feelings
• Step 6: Verify Satisfaction

No one can afford to lose a customer that could have been saved. This video prepares learners to apply the six–step process to resolve customer issues and with a focus on retention.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

All customer service professionals interested in service recovery techniques

• Introduction
• WHAT is it & WHY do we need it?
• Respond Rapidly
• Take Ownership
• Apologize Sincerely
• Solve the Problem
• Manage the Feelings
• Verify Satisfaction
• The Wish Statement
• Review

• Vulnerable Customers In 1 Minute
• Verbal Holding In 1 Minute
• Service Orientation In 1 Minute