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

Service Recovery 2

Situational Service Recovery

An in-person, or live-virtual workshop that introduces proven techniques for dealing with specific customer behaviours, and turning negative interactions into positive ones.

LIVE/VIRTUAL:

FOUR

2-hr Modules

INTERACTIVE

Yes

8 HOURS

Total Duration

8 WEEKS

Reinforcement

LIVE/ON-SITE:

ONE

8-hr Workshop

INTERACTIVE

Yes

FULL DAY

Total Duration

8 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 course introduces proven techniques for dealing with specific customer behaviours – using Belding’s powerful Talk Judo framework. Participants will learn and practice over 20 skills and techniques that de-fuse negative behaviour and create positive outcomes.

Topics:

The core of 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
Controlling 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
  • Practice executing techniques with real customer examples
Service recovery training with skills for different situations

Who Should Attend:

Course Outcomes:

  • Faster, more positive interactions
  • Greater control over interactions
  • Fewer escalations
  • Reduced friction in interactions
Dealing with Difficult Customers
Handling Customer Escalations
Connect with Customers
Connecting with Customers: Every. Time.
Essential people leadership
Foundational Leadership
Internal customer service training - foundational level
Internal Customer Service