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DIFFICULT CUSTOMER AND SITUATIONS SERIES

Situational Service Recovery Training

Situational Service Recovery Training is an in-person or live-virtual course that helps your team succeed in particularly challenging customer interactions. Participants will learn how to prevent escalations and create more positive outcomes by reading and reacting to specific behaviours with proven, targeted responses.

Belding Training
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DELIVERY
COURSE LENGTH
# PARTICIPANTS
REINFORCEMENT

On-Site, Live Virtual

Full Day

5-20

4 Weeks +

About This Course:

Situational Service Recovery Training is part of Belding Training’s Trust-Based Customer Service series (Learn more about trust-based service here). Your team will learn how to apply Belding’s powerful Talk Judo framework proven techniques to achieve more positive outcomes with specific customer behaviours. They will explore and practice over 20 skills that allow them to control situations quickly and confidently. 

Topics:

Talk Judo for service recovery
  • The five pillars of Talk Judo
  • How to apply principles of the martial art, Judo, to conflict situations
First response
  • The importance of the first few words you say in a difficult conversation
  • How to apply the first response strategy in different channels – in person, phone and chat
How to control difficult conversations
  • The one secret to controlling the direction and content of all conversations
  • How to move from confrontation to collaboration
20 service recovery techniques for specific situations
  • Introduction to 20 techniques and the specific situations to which they apply
  • Extensive practice executing techniques using real customer examples
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RELATED COURSES

- Back to Customer Service Training main page -
Essential training for Internal customer service
Internal Customer Service - Foundational
How to recover from difficult service situations
Situational Service Recovery
Handling Customer Escalations
How to Connect with Customers
Connecting with Customers: Every. Time.

Related Difficult Customer Situation Insights

So, you have a hysterical customer...
What do do with a customer who is fixated
The Customer Service Don’t Be a Jerk Rule
The don't be a jerk rule of customer service
Have an angry customer? Do this first
Service recovery training with skills for different situations

Who Should Attend:

  • Customer facing roles (In-person, telephone and digital)
  • Technical support
  • Managers, Supervisors, Leads
  • Sales
  • All experience levels
  • All industries

Course Outcomes:

  • Faster, more positive interactions
  • Greater control over interactions
  • Fewer escalations
  • Reduced friction in interactions

Looking for Customized Training?

This course will be customized to your specific organizations, including examples, case studies and relevant skills.

If you would like to blend content from another of our courses, or add content to address specific needs, we can do that too.

Ask About Our Program Customization