Customer Loyalty Session 4: Service Recovery
Your Casino is committed to providing world class service to all customers. This course provides the essential knowledge and techniques your employees need to provide exceptional customer service. This course focuses on reinforcing methods and thought process when handling conflict.
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Course Details
Learning Objectives
- Learn why customers become upset and manage negative service experiences
- Learn service recovery techniques including resolving issues with LAST (Listen, Apologize, Solve, Thank)
- Handle conflict through empathy