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Six Steps to Service Recovery: Fix the Problem, Manage Their Feelings

This course has been discontinued and is no longer available.
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Training Time ?
23 to 33 minutes
Video Format
Standard Definition Wide
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Number of Lessons
Quiz Questions
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
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Everyone has had a bad customer service experience. The outcome is determined by how it ’s addressed. As a customer service professional it is essential you produce an appropriate resolution to all customer problems and illustrate your willingness to address all customers’ feelings. This Video On Demand training program demonstrates the necessary skills to successfully resolve service issues.

Service recovery goes beyond correcting the immediate issue. Service recovery, as explained in this training presentation, includes what you must do to keep the upset consumer as your customer. The six steps explored are:

  • Step 1: Respond Rapidly
  • Step 2: Take Ownership
  • Step 3: Apologize Sincerely
  • Step 4: Solve the Problem
  • Step 5: Manage the Feelings
  • Step 6: Verify Satisfaction

No one can afford to lose a customer that could have been saved. This video prepares learners to apply the six–step process to resolve customer issues and with a focus on retention.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course

All customer service professionals interested in service recovery techniques

The course presents the following topical areas:
  • Introduction
  • WHAT is it & WHY do we need it?
  • Respond Rapidly
  • Take Ownership
  • Apologize Sincerely
  • Solve the Problem
  • Manage the Feelings
  • Verify Satisfaction
  • The Wish Statement
  • Review

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