Training for Customer Service , Leadership & Workplace Culture
in Canada | USA | Asia | Europe

Outstanding Customer Service: Level 3

Handling Customer Escalations

In-person or live-virtual workshops presented in interactive modules that introduce the science and foundational skills behind delivering outstanding customer service

Managing customer service escalations

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:  SITUATIONAL SERVICE RECOVERY

About This Course:

In this workshop, participants will learn the most effective practices for resolving the most challenging customer issues. It builds off of the material introduced in the situational service recovery course, and introduces analytical problem solving skills and strategies for collaboratively achieving mutually acceptable outcomes. Participants will practice these skills using scenarios specifically drawn from your business

Topics:

Listening Skills for Service Escalations
  • Removing assumptions and cognitive biases
  • Capturing hidden issues and motivators
Problem-solving and analysis
  • Root-cause analysis for service failure
  • Ensuring that we understand the actual problems
Reframing perspectives and expectations
  • Looking at negative behaviours through more productive lenses
  • Helping customers’ view their expectations in different lights
Creativity in identifying alternative solutions
  • Collaborating to identify potential workaround or best-option solutions.
  • Enhancing lateral thinking skills
Negotiation for service escalations
  • The study that guides us in creating WOW experiences
  • How we can apply the science of WOW to our own roles and organization
Handling customer escalations

Who Should Attend:

Course Outcomes:

  • Reduced customer defections
  • Reduced negative word-of-mouth
  • More effective resolutions
  • More accurate situation analyses
Situational Service Recovery
Situational Service Recovery
Dealing with Difficult Customers
Connect with Customers
Connecting with Customers: Every. Time.
Essential people leadership
Foundational Leadership
Internal customer service training - foundational level
Internal Customer Service