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Six Steps to Service Recovery

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Product ID
Training Time ?
18 to 38 minutes
Video Format
High Definition
Devices Supported
Browsers Supported
Android, Chrome, Internet Explorer 9, Internet Explorer 10, FireFox, Safari Mac OS, Safari iOS, Blackberry
Required Plugins
Number of Lessons
Quiz Questions
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor

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 customer feelings. This 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 with a focus on retention.


All customer service professionals interested in service recovery techniques

The course presents the following topical areas:
  • Introduction
  • What is Service Recovery?
  • Respond Promptly
  • Take Ownership
  • Apologize Sincerely
  • Solve the Problem
  • Manage Their Feelings
  • Verify Satisfaction
  • Review

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