Customer Service Training Video! This video is impactful for all professions - healthcare, retail, restaurants, banking, communications, and higher education.
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In this video I will share how to fix customer service issues and implement service recovery.
If you are a supervisor, manager, or executive who leads people, this is a GREAT TRAINING VIDEO to get you on track to deliver great Customer Service. After you watch this you’ll be in a great position to lead your team more effectively and delight your Customers.
Enjoy the Video and Best Wishes for a great day! Leave your thoughts, comments, and questions below!
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Tony Johnson
Customer Service Speaker and Trainer
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Customer experience today is much about perception and understanding what to do if things go sideways. A few years ago I had a terrible day at a Disney world resort and after a quick thinking guest service manager took action on our issues – and dropped off a solid white chocolate mickey in our room, we only stay at the contemporary resort. Now we have talked before about service recovery taking quick action is the key here – here are 3 keys to taking care of guest issues. First, be sure your team knows the steps. Think LEARN: They must listen, empathize, apologize, resolve, and never repeat. This process helps keep the focus on putting yourself in your guest’s shoes and working to fix the issue and learn from them. Pro tip: Customers are much more satisfied with the resolution if an apology is included. Second – empower your team to take action. These steps of recovery are meaningless if your team doesn’t have the authority to use them. Think about it like this – if a guest has an issue and the first person they see can fix it for them, that feels a little bit like magic. Conversely if they have to “check with a manager” then it’s going to feel less acceptable to the customer and even if the issue is fixed, there won’t be a lot of loyalty building there. Finally, be sure to remove blame from the situation and praise your team for fixing issues. The key to remember is that if the guest still left happy, there is a fighting chance that you saved their loyalty. Of course, you can’t tolerate the same mistakes over and over again, so learn from them and train your team accordingly. I’ve faced many upset customers during my time in hospitality and leadership, and most are looking for a little understanding and to have their issues resolved quickly. They have no time for excuses or blame – they just want to get past the issue and move on with their lives. People are busy and they don’t have time for the initial inconvenience let alone an amateurish response. Be sure your team knows the process and that you’ve given them the power to take action – that will ensure that even if you aren’t there that your teams can handle any speed bumps in service or issues your customers may experience. That removes risk from the equation and ultimately will protect the customer experience.
