Course Description

Module 3 “Managing Service Breakdowns & Finding 3rd Ways”

In this interactive module students will:

  • Determine their own most common customer complaints heard, and specifically define possible solutions.
  • Learn the “3rd Way Method”.
  • Discover an amazing technique that only the best service providers use to deal with service breakdowns (even an unexpected crisis), with ease.

Customer Service Expert

Elaine Allison

Elaine Allison is a customer service expert with a proven track record of delivering transformational customer service training programs to organizations around the world. She is currently President of Positive Presentations Plus Inc. and best-selling author of The Velvet Hammer - PowHERful Leadership Lessons for Women Who Don't Golf. As a Certified Speaking Professional (CSP), Elaine speaks at conferences and events about the power of reputation management. After taking Elaine's programs, organizations see dramatic improvements in their Key Performance Indicators (KPI's) and many go on to win customer service awards that are recognized globally in their industries. Employees feel empowered to make a difference to their customers the very next day!

Course curriculum

  • 1

    How to Use This Course

    • How To Use This Course
  • 2

    Service Breakdowns & 3rd Ways

    • Needs/Key Learnings Handout

    • Handout

    • Video

    • Quiz

    • Key Learnings

    • FAQ (placeholder)

    • FAQ (placeholder)

    • Rules for Discussion Forum