The Right Words at the Right Time... Customer Service Recovery for Retail - DVD (DS)

The Right Words at the Right Time... Customer Service Recovery for Retail
Program Length: 13 minutes.

Presenting a wide variety of realistic and challenging situations, from the customer who accuses an employee of charging the wrong price, to the hostile customer who belittles an employee about their warranty program. This program presents a step-by-step process for turning frustrations and complaints into understanding and solutions.

Sometimes it is the newest or least trained employee who has the last clear chance to save a customer relationship. They become the face of your company when things go wrong. This practical and memorable program is specifically designed to empower your retail staff with a clear checklist of customer service recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options -- front-line retail employees will learn how to match the signals they send to customer with the words they say. A wide variety of realistic scenes demonstrate the use of The Right Words at The Right Time to overcome almost any service recovery challenge.

Situations Covered:

  • A father-of-the bride is sent home with an unfinished suit
  • A hostile customer belittles an employee about their extended warranty program
  • A clueless customer demands that her online purchases be returned free by the store
  • A suspicious customer accuses an employee of ringing up the wrong prices
  • A leering customer tries to get too personal with a young barista.
  • A demanding customer refuses to hang up her cell phone during a transaction
  • A disappointed customer demands to speak with a manager about a missed delivery

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. This valuable training equips your staff with a step-by-step process of turning frustrations or complaints into understanding and solutions.

Retail Employees will learn the Right Words to:

Send the 3 Signals

  • "I Care"
  • "I Understand"
  • "You can Trust me to take care of this"

Stay Polite and Professional

  • When a Customer is Rude
  • When a Guest is Clueless
  • When you can't say, "Yes" to a request

When dealing with customers who may not be at their best, it is all the more important that your staff be at their very best, and ready with The Right Words at The Right Time.

Languages: English.