The Right Words At the Right Time
Duration: 15 Minutes
Support Material: Leader’s Guide and Powerpoint Presentation on CD Rom, plus 10 Pocket Reminder Cards
Note: Mandarin, Cantonese, Simplified Chinese and Traditional Chinese versions of the film may incur an additional cost. Please contact your local Mind Resources office for details.
Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer's frustration or complaint into understanding.
This program will empower your staff with a clear and memorable checklist of service recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, employees will learn how to match the signals they send to the words they say. A wide variety of realistic public sector scenes, demonstrate the use of The Right Words at the Right Time, to over-come almost any service recovery challenge.
Having the exact words handy in a tense situation can make all the difference. Often, it is WHAT you say, as well as HOW you say it.
-A caller threatens a lawsuit.
-A citizen claims race is a factor in his application denial.
-A business owner is upset that her permit is denied.
-A veteran is offended by a scheduling delay.
-A citizen claims he was next in a service line.
-A customer makes unwanted advances with a personal gift.
-An applicant won't end her cell phone conversation.
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