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Service Recovery 1

Dealing with Difficult Customers

An in-person or live-virtual workshop on dealing with difficult customers, introducing evidence-based service-recovery skills that turn challenging situations into positive opportunities.

LIVE/VIRTUAL:

TWO

2-hr Modules

INTERACTIVE

Yes

4 HOURS

Total Duration

4 WEEKS

Reinforcement

LIVE/ON-SITE:

ONE

4-hr Workshop

INTERACTIVE

Yes

1/2 DAY

Total Duration

4 WEEKS

Reinforcement

LIVE, VIRTUAL TRAINING

Two 2-hour modules (4 hours in total)
Highly interactive
4-week reinforcement

LIVE, ON-SITE TRAINING

One 4-hour workshop (half-day)
Highly interactive
4-week reinforcement

PREREQUISITES: NONE

About This Course:

This workshop provides the foundation of service recovery. Your employees will learn the science behind negative customer behaviours, and critical skills for mitigating situations that trigger them.

They will have the opportunity to practice proven, evidence-based, language skills for de-escalating situations. They will learn how to remain calm and focused, using situational resilience techniques, and remain confident throughout difficult interactions.