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.