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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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Session 404: Restoring Trust After a Service Failure

Jeff Toister  (President, Toister Performance Solutions, Inc.)

Location: Coral Sea 2

Date: Thursday, October 19

Time: 10:15 am - 11:15 am

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

Service failures erode trust. Your reputation might take a hit and you risk losing customers. That makes it critical to have a plan in place when something goes wrong. Join this highly interactive session to learn the art and science of a great service recovery. Explore the three elements of an effective recovery plan. Discover the real reason why you should apologize for a service failure, even if it wasn't your fault, (and one time when you should not apologize). Examine the one insight you need to get customers to trust you once again.