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Master Connection Associates
Training overview
Corporate / Group Training
Self-paced Online, On-site
1 day
Start dates
United States of America
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Course description

LEAP® Into Service Recovery

Service recovery is one of the most critical components of Service Excellence and Delivering World Class Service.

‘L.E.A.P.® Into Service Recovery’ is a communication workshop that focuses on employee’s responsibility and their ability through their actions to have a positive impact on each and every customer they come in contact with. Effective techniques to deal with difficult issues, complaints, concerns and confrontation are key elements in this workshop. Participants are shown the importance of listening and acknowledging customer’s complaints and identifying solutions with the customer to resolve the issue.

COVID-19 Update

In light of COVID-19, this provider is now delivering some or all of their courses online. Contact them for more information!

Who should attend?

All Front Line Staff & Managers

Training content

‘L.E.A.P.® Into Service Recovery’ content includes:

  • Understanding the objectives of the workshop from the participants perspective
  • Review and comprehension of Service Principles and how they apply to service recovery
  • A reality check that illustrates how most people really do not listen
  • Benchmarking of how participants currently handle client issues
  • Understanding behavioral style principles to support positive communication
  • Using the L.E.A.P.® model to problem solve and positively overcome customer service issues
  • How to make L.E.A.P.® become second nature


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About Master Connection Associates

Master Connection Associates

Master Connection Associates (MCA) is the Worldwide Leader in Customer Service, Sales and Leadership Training and Consulting. MCA drives revenue growth, customer loyalty and bottom line profit for industry leading organizations in a diverse client base, serving customers in the...

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Contact info

Master Connection Associates

Suite A273
31441 Santa Margarita Parkway Suite A 273
92688 Rancho Santa Margarita California

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