Power Lunch TeleSeminar

The Four Critical Steps to 
Service Recovery

“Picking Yourself Up When You Fall Short”

 

Featuring Kristin Baird

Author of the Best Selling Book

Customer Service in Healthcare:

“A Grassroots Approach to Creating

 A Culture of Service Excellence”

 

     

What would you do if you heard a patient declare she was never setting foot inside your doors again?  Would your staff know how to effectively handle this situation?

In today’s health care environment, you have to work just as hard to keep your customers as you did to get them in the first place.  Many of us have worked hard on customer service programs that seek to meet and exceed our customers’ needs and expectations.  But if something happens that disappoints a customer or falls short of his expectations, did you know that you can enact an effective service recovery plan that will create a longtime, returning customer? 

To accomplish successful service recovery, you and every member of your organization need to be empowered to enact the four critical steps to service recovery.  Research shows that successful service recovery forges lasting, loyal relationships. Even though we strive for the optimal customer experience, things can go wrong and we can fall short of our customers’ expectations. Being prepared for such situations will put you at an advantage. Service recovery is your opportunity for a second chance. It is your chance to make things right.

Building a culture of service excellence means that everyone should see service recovery as part of his or her job.   All staff members should be well versed in handling the difficult situations that can come up as part of their jobs. 

Join us for an hour that will give you and your staff the tools to “make things right” – before, during and after a disappointing customer service experience.

In this Power-Lunch Teleseminar, you will:

  • Learn the four critical steps to service recovery
  • Understand the value and importance of having a successful service recovery program in place
  • Recognize the value of understanding your customers’ expectations in a service encounter
  • Identify techniques that staff members can use in reversing a customer service encounter gone wrong
Discover how an effective service recovery program will not only salvage your customer relationships, but enrich them as well

 

 

 

 

 

 

 

 

Call Us:

1-800-MOTIVE8

or

1-828-256-9955

 

March 08, 2007

2:00pm Eastern

1:00pm Central

12:00pm Mountain

11:00am Pacific

$99.00

Enroll Now!

Also include a copy of Kristin Baird’s Book with your registration today!

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