Training for Customer Service & Leadership Development
in Canada | USA | Asia | Europe
Service Recovery 2 Situational Service Recovery An in-person, or live-virtual workshop that introduces proven techniques
Service Recovery 1 Dealing with Difficult Customers An in-person or live-virtual workshop on dealing with
How you manage customer expectations is a critical component to delivering outstanding customer experiences. When you can meet or exceed someone’s expectations you trigger trust and the belief that you genuinely care about your customers. Unmet expectations, on the other hand, are the most common trigger for “difficult customers” or difficult situations that lead to the need for service recovery.
We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us.
Why on earth would we want to create barriers to those outcomes?
Poor customer service or poor empowerment? Companies have to ensure employees have tools and training to succeed
Hysterical customers are usually people who have hit the end of their ropes, and you have been unfortunate enough to be at the tail end of the series of events that got them there. You may not have been the cause of all their problems, but they are nevertheless looking to you for the solutions.
Belding Training is a top corporate training company focused on employee training, leadership training and enhancing workplace culture.
The reality is that once a situation has been escalated, it’s often too late to save it. Your best bet is to focus on preventing escalations from happening in the first place.
One mistake and you’ve swung the pendulum all the way from a potential WOW moment to a horrible one that makes your company look bad and you like an idiot.