O'Reilly logo

54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

7 Steps to Service Recovery

Almost anyone who’s been in a customer service position has run into either an irate caller or person, or a situation that, shall we say, is not pleasant. And even though it may not even be our fault, we still need to know how to recover the situation. Here are the Telephone Doctor’s 7 Steps to Service Recovery that will help make your day a better one!

1It is your responsibility. If you have answered the phone on behalf of the company, you have indeed accepted 100% responsibility. At least that’s what the caller/ customer believes. So get off the “it’s not my fault” syndrome, and get on with the “what can I do for you?” position.
2“I’m sorry” does work. Every once in a while, I hear from CSRs who tell me they don’t ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required