Course description
LEAP® Into Service Recovery
Service recovery is one of the most critical components of Service Excellence and Delivering World Class Service.
‘L.E.A.P.® Into Service Recovery’ is a communication workshop that focuses on employee’s responsibility and their ability through their actions to have a positive impact on each and every customer they come in contact with. Effective techniques to deal with difficult issues, complaints, concerns and confrontation are key elements in this workshop. Participants are shown the importance of listening and acknowledging customer’s complaints and identifying solutions with the customer to resolve the issue.
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Upcoming start dates
Who should attend?
All Front Line Staff & Managers
Training content
‘L.E.A.P.® Into Service Recovery’ content includes:
- Understanding the objectives of the workshop from the participants perspective
- Review and comprehension of Service Principles and how they apply to service recovery
- A reality check that illustrates how most people really do not listen
- Benchmarking of how participants currently handle client issues
- Understanding behavioral style principles to support positive communication
- Using the L.E.A.P.® model to problem solve and positively overcome customer service issues
- How to make L.E.A.P.® become second nature
Costs
Contact for fee
Contact this provider
Master Connection Associates
Master Connection Associates (MCA) is the Worldwide Leader in Customer Service, Sales and Leadership Training and Consulting. MCA drives revenue growth, customer loyalty and bottom line profit for industry leading organizations in a diverse client base, serving customers in the...