Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer's frustration or complaint into understanding. In the heat of the moment, this program will empower your staff with a clear and memorable checklist of service recovery tools and techniques.
Runtime: 14 Minutes
Contents:
Chaptered DVD
CD with Leader's Guide PDF and PowerPoint Presentation
10 Reminder Cards
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$895.00
Volume Discounts
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Available in French.
Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer’s frustration or complaint into understanding. In the heat of the moment, this program will empower your staff with a clear and memorable checklist of service recovery tools and techniques.
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.
Situations Covered:
A caller threatens a lawsuit.
A citizen claims race is a factor in his application denial.
A business owner is upset that her permit is denied.
A veteran is offended by a scheduling delay.
A citizen claims he was next in a service line.
A customer makes unwanted advances with a personal gift.
An applicant won’t end her cell phone conversation.
Key Learning Points:
Teaches government employees how to serve the public professionally
Shows how to react and recover when the situation is a complaint
Helps everyone in the department represent and serve their citizen-customers
Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer's frustration or complaint into understanding. In the heat of the moment, this program will empower your staff with a clear and memorable checklist of service recovery tools and techniques.
Runtime: 14 Minutes
Contents:
Chaptered DVD
CD with Leader's Guide PDF and PowerPoint Presentation
10 Reminder Cards
Key Learning Points:
Teaches government employees how to serve the public professionally
Shows how to react and recover when the situation is a complaint
Helps everyone in the department represent and serve their citizen-customers
Please login to view the Full-Length Preview. If you don’t have an account, you can register here now.