Frontline Service - Module 5: Recovery
Featuring Rick Tate
Length: 25 minutes
Feedback is the breakfast of champions. Learn how to turn complaints into positive gains. With his well known stories, Rick Tate drives home the point that a problem with a customer is an opportunity to gain a customer for life. Research shows that a customer who has had a problem that was resolved well, are much more loyal than customers who never had a problem. Viewers will learn not to fear problems and will be given the skills and confidence to recover from potentially disastrous situations and create loyal customers.
We desperately need front-line employees to step up and care for customers. The cost of losing customers is too great to live with poor front-line performance or apathy. In this presentation Rick uses his vast experience talking with employees to motivate them to take a personal role in serving a company?s customers. His humorous, yet sincere style makes a strong connection with front-line audiences. Frontline Service presents a framework for improving service where it really counts . . . at the point of contact with the customer. This framework provides participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their services, both inside and outside their organization.
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