Learn effective strategies to bounce back from a customer service disaster while maintaining customer loyalty.
In today's fast-paced, interconnected world, a single customer service misstep can escalate into a full-blown catastrophe, with consequences spreading across social media and potentially damaging your brand's reputation. This course will provide customer service professionals with practical tools and techniques to not only recover from such situations but also prevent them from occurring.
We will explore real-world strategies that allow businesses to transform a customer service disaster into an opportunity to strengthen relationships and build trust. Using the H.E.RO. framework--Hear and Respond Appropriately, Ensure Accuracy and Consistency, Respect and Treat Others with Empathy, and Own Customer Issues to Resolution--you will learn how to respond effectively and proactively, turning even the most challenging interactions into success stories. By the end of this session, attendees will be empowered with tools to handle the most demanding customer interactions with confidence and finesse, using the H.E.RO. approach to restore trust and build lasting relationships.
Agenda
Faculty
Art Hall
Alvarez & Marsal
- Senior Director with Alvarez & Marsal in Atlanta; focuses on customer service, CRM, and supply chain
- Over 25 years of operations and people leadership
- Certified in Prosci Change Management®
- Bachelor’s degree, State University of New York at Binghamton
- Can be contacted at [email protected] or 404-759-9158
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- State Specific Credit Tracker
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* For audio recordings you only pay shipping
Questions? Call 877-296-2169 to speak with a real person.
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