Lesson Category: resolve

7| Response lingo

Simple scripts, words and phrases that reduce tension and build trust

5| Corrective behaviors

Recognizing and responding to customer experience breakdowns in a timely and effective manner. Next lesson: Resolve – Proactive action

3| Rant, rave, complain and praise

When customers don’t voice their complaint, we lose the opportunity to redress the problem. Next lesson: Resolve – Corrective behaviors 

1| First line of defense

An alternative to blaming your company and customer. Next lesson: Resolve – Rant, rave, complain and praise