CET Work Readiness Component Learning Path • Module 6
Customer Service and Service Recovery
Respond to concerns with active listening, ownership, clear expectations, and an appropriate recovery plan.
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Learning outcomes
- Use active listening to identify the actual concern.
- Set accurate expectations without making unauthorized promises.
- Complete service recovery and follow-up.
Listen before solving
Acknowledge the concern, ask a focused question, and summarize what you heard. This demonstrates respect and helps distinguish the immediate request from the underlying need. Avoid interrupting, arguing, or assuming that the first statement explains the whole problem.
Key points
- Use calm, neutral language.
- Confirm the desired outcome.
- Explain what you can do and who owns the next step.
Recover with realistic commitments
Take ownership of the next authorized action even when you did not create the original problem. Provide an accurate timeline, document the concern, escalate when needed, and follow up when promised. Do not guarantee outcomes outside your authority.
Key points
- A commitment should include an action and a time.
- Update the person if the timeline changes.
- Close the loop after resolution.
Applied scenario
A frustrated customer
A customer says they have asked twice for an update and still do not understand what will happen next. You can review the status but cannot make the final decision.