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Preventing and Fixing Customer Service Mistakes

September 26, 2023 8:30 AM - 12:00 PM (CDT)

Description

Preventing and Fixing Customer Service Mistakes

Mistakes happen in every organization, but how the organization recovers from the mistake is the difference between sinking and swimming. It is crucial to ongoing customer satisfaction and retention. A "life-saver" can solve the problem and actually increase customer loyalty. Texas A&M research shows customer loyalty goes up 60% when successful recovery occurs. But an organization can't correct mistakes if the front line employees don't.

Learn to identify what customers want and expect when a service breakdown occurs, use the five steps of service recovery as needed per situation, work with the customer to develop a plan of service recovery, identify opportunities to add value to the service recovery process, and complete the service recovery cycle to win over the customer in the process.

Course Instructor:
Winning Within and Associates is a consulting company that provides full scale organizational development, workplace culture and employee engagement solutions. They are committed to providing customized solutions that help customers create winning cultures that leads to transformational change and high performance.


Location

Mid-America Regional Council

The class will take place in the Lewis & Clark room.

Contact Information

Mid-America Regional Council
Name: Shelly Bolling-Strickland
Phone: 816-701-8234
Email: sstrickland@marc.org
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