December 10th, 2024

12:00pm - 1:00pm EST/EDT

Eventually, something will go wrong in a customer relationship. But what if you’re the one who screwed things up?

No matter how you phrase it,  apologizing for a service failure is never easy. If you don’t phrase your apology the right way, you not only risk losing the customer you’ve wronged, but you also risk all future revenue from that relationship. Losing that customer also means losing the opportunity to grow or expand within their account.

Regardless of what went wrong, both the way you handle that failure and the conversations you have along the way are vital to managing your customer’s feelings about you later in the relationship. 

Leaders and their teams should attend this members-only Training Tuesday with Doug Hutton, EVP Customer Experience, to learn how to handle a customer crisis in a way that not only rescues the relationship, but can  advance it to an even higher level.

Format: 

Training Tuesdays have a relaxed, lunch-and-learn vibe. You’re welcome to invite your whole team so you can learn together in a group, then practice your new skills together later for reinforcement. (If you do not have an Advisory & Community Team membership, please ask each attendee to start a free Insights Membership so that they can register for Training Tuesday.)

You’ll have the ability to turn on video, unmute yourself to ask questions, and fully participate in this unique training opportunity. The facilitator may use breakout rooms during the session for hands-on application of the lessons learned.

Register:

This Emblaze training session is a benefit of Emblaze Membership. If you're not yet a member, you'll prompted to start a free Insights Membership upon event registration.

Can't join live? No problem, register anyway to receive the on-demand link.

During the scheduled presentation, if you have any trouble connecting or accessing the session, please click here to contact Zoom Support or visit https://support.zoom.us.

Feel free to contact us with any questions at [email protected] or call 1-800-604-7085.