About
STATUS: In production. Request to join and you will be notified the day it opens. Frontline staff are taught to apologize for everything, which resolves nothing and admits liability for all of it. This course teaches service recovery that is firm, fair, and documented: how to say no, how to apologize precisely, and when to escalate. WHAT YOU WILL BE ABLE TO DO • Triage a complaint by cause, severity, and regulatory exposure • Refuse a request without losing the customer or the argument • Apologize for the experience without conceding fault WHAT YOU WALK AWAY WITH A complaint triage script set. FORMAT: Micro course, up to two hours, self-paced DISCIPLINE: Retail Banking and Consumer Lending BUILT FROM: Is It Your Fault?
You can also join this program via the mobile app. Go to the app