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.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Introduction to Customer Service Catastrophes
- Definition and Impact on Business
- Real-Life Examples and Lessons Learned
Introducing the H.E.RO. Framework
- Hear and Respond Appropriately
- Ensure Accuracy and Consistency
- Respect and Treat Others With Empathy
- Own Customer Issues to Resolution
Damage Control Techniques
- Practical Steps for Immediate Response
- Handling Customer Complaints Quickly and Effectively
Handling Online Complaints and Social Media Venting
- Monitoring and Responding to Complaints on Social Platforms
- Best Practices for Public Apologies and Addressing Negative Feedback
Preventing Future Mistakes
- How to Use Customer Feedback to Drive Improvement
- Building Quality Into Your Service Processes With the H.E.RO. Framework
Q&A and Interactive Discussion
- Open Forum for Attendees to Ask Questions and Share Experiences
- Personalized Advice on Implementing the Framework in Their Own Organizations
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on November 21, 2024.
Call 1-866-352-9540 for further credit information.
Audio & Reference Manual
No credit available.
MP3 Download
No credit available.
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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