Self-Paced Online

Service Recovery

Turn Misunderstandings Into Opportunities for Loyalty

Published by Florida Society of Association Executives
and Kentucky Society of Association Executives
Learning Objectives
  • Discover why jumping in to fix a problem is a Connection Crasher.
  • How empathy is the key to connection.
  • Become aware of the trigger words, actions, and behaviors that anger, frustrate, and irritate your customers.
  • Why freebies are expensive and what to do instead to build true connection and loyalty.



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$45 for Member
$75 for Non-member

Duration: 60 minutes

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Summary

Use the Deflate, Relate, Elevate Formula to create raving fans!

Even with the best-laid plans, mistakes happen. Things go wrong. Your customers get frustrated, angry, upset, or even move to your competition. However, when handled with care and empathy, these misunderstandings can actually increase trust, create lasting loyalty, and build stronger relationships. Bonus: no more discounts, freebies, or giveaways. In this workshop, the Deflate, Relate, Elevate framework will prepare you to turn these misunderstandings into opportunities and create connection. You'll learn how to deflate intense situations, relate through empathy, and solve the issue with a happy client, and bottom line.

SWOD-23082

Presenters
Erin O'Malley

Erin O’Malley is a leadership advisor and communication specialist. 10 years in hospitality leadership, 2 years in the Peace... Read More


Originally Published
October 30, 2024

Program Titles and Supporting Materials
This program contains the following components:

  • Media Files
  • Service Recovery - Video

  • Downloadable Files
  • Workbook - Handout
  • Speaker Contact - Handout

How To Attend
Join the self-paced program from your office, home, or hotel room using a computer and high speed internet connection. You may start and stop the program at your convenience, continue where you left off, and review supporting materials as often as you like. Please note: Internet Explorer is no longer a supported browser. We recommend using Google Chrome, Mozilla Firefox or Safari for best results.

Technical Requirements
You may access this course on a computer or mobile device with high speed internet (iPhones require iOS 10 or higher). Recommended browsers are Google Chrome or Mozilla Firefox.

Credit
If applicable, you may obtain credit in multiple jurisdictions simultaneously for this program (see pending/approved list below). If electing credit for this program, registrants in jurisdictions not listed below will receive a Certificate of Completion that may or may not meet credit requirements in other jurisdictions. Where applicable, credit will be only awarded to a paid registrant completing all the requirements of the program as determined by the selected accreditation authority.

 Click on jurisdiction for specific details  
CAE


Refund Policy
SeminarWeb and Kentucky Society of Association Executives programs are non-refundable.

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