The need for service recovery training for your employees has never been greater. Customers have higher expectations than ever before, and studies are showing consumer patience at an all-time low. And, whether it is a difficult customer or a difficult situation, customers have the ability and the willingness to express negative opinions about your brand to a broad audience with the push of a button.
Every organization has the occasional service failure. Difficult situations, and the occasional difficult customer are inevitable. What happens next, however, is absolutely in your control. A customer service representative who is skilled and trained in service recovery can have a huge positive impact on your business and brand.
Not only can one trained individual prevent a potential viral social media disaster, but they can quite literally turn your most frustrated customer into your biggest advocate. In fact, a 2016 study by The Belding Group revealed that 71.5% of Wow customer experiences begin as a service failure.
Training for dealing with difficult customers and service failures:
Belding has been a leader in training for service recovery and dealing with difficult customers for 20 years. The core of the programs are based on Shaun Belding’s bestselling book, Winning with the Customer from Hell, and the principles of Talk Judo.
Talk Judo is a revolutionary training model that takes five key principles of Judo – Closeness, Balance, Deflection, Redirection and Creativity – and applies them to the way we communicate, with amazing results.
It identifies common situations that occur in business, and specific effective techniques for managing them. These are must-have skills for dealing with difficult people and situations that everyone should have in their toolkit.
There are two progressive levels to Talk Judo. Each module is a full-day with your team learning critical skills for dealing with service failures and difficult people and situations. In the second module, they progress to the art of persuasion and skills for negotiating and motivating.
The skills of Talk Judo are highly effective for people in a broad range of roles:
Contact us today to learn more about Talk Judo for your team.
Outstanding Customer Service
Belding’s award-winning Outstanding Customer Service workshops are ideal if you are looking for highly-successful in-house customer service training sessions for your team.
The Outstanding series has three levels and includes a certification option.
Each module is carefully customized for your team and the specific nature of your customer interactions.
Belding’s groundbreaking Performance Leadership workshops introduce the unparalleled Relentless Support model which achieved immediate, dramatic and measurable results. Ideal for reinforcing customer service, sales and other performance programs.