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Service Recovery for Frontline Staff
Instructor-led · Half-day workshop · Workshops
A repeatable four-step process for frontline staff handling a difficult customer call, practiced live in small groups.
Skills
- Facilitation
- Role-play design
- Job aids
For participants
AAnalyze
Problem
Frontline staff had a policy manual for difficult calls but no practiced process, so calls escalated more often than they needed to.
Audience
Frontline customer-facing staff.
DDesign
Solution
A repeatable four-step process, taught through live role-play in small groups rather than a slide-only lecture.
Learning objectives
- Name all four steps of the recovery process unprompted
- Hold a documented recovery conversation within 30 days of training
DDevelop