Soft Skills for Call Center Staff: Service Recovery

This course is focused on service recovery in a call center or customer service environment. It outlines a five-step strategy for turning negative customer experiences into positive ones. The script emphasizes the importance of apologizing and taking ownership of the issue, investigating the root cause, offering comprehensive solutions, and providing alternatives to meet customer needs. It also highlights the significance of timely acknowledgment and effective communication in preventing further escalation and addressing customer concerns promptly. The course equips call center staff with the necessary skills and techniques to effectively handle service recovery situations, enhancing customer satisfaction and loyalty. The course will take around 8 minutes to complete and is designed for use on desktop, laptop, mobile and tablet.