CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 102: Restoring Trust After a Service Failure

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

Location: Room 353-354

Date: Wednesday, May 3

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Evolving the Customer and Employee Experience, Pursuing Service Excellence

Session Type: Session

Vault Recording: TBD

Audience Level: All

Service failures erode trust: if you support internal employees, your credibility with your colleagues might take a hit; if you support external customers, you might lose business and credibility. Restoring trust is the key to future harmony when something goes wrong. Join this highly interactive session to learn the art and science of a great service recovery. Jeff Toister will break down the three elements of an effective recovery plan, the real reason why you should apologize for a service failure (even if it wasn't your fault), and the one insight you need to get the people you serve to trust you once again.