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Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen customer's frustration or complaint into understanding. This program will empower your staff with a clear and memorable checklist of service recovery tools and techniques that will help them handle any challenging customer situation in the heat of the moment. From showing empathy and truly listening, to exploring with permission phrases and presenting options, employees will learn how to match the signals they send to the words they say. A wide variety of realistic public sector scenes demonstrate the use of The Right Words at the Right Time, to overcome almost any service recovery challenge.
Having the exact words handy in a tense situation can make all the difference. Often, it is WHAT you say, as well as HOW you say it.
Available Formats: DVD / USB / Streaming
Length: 14 Minutes