Virtual Training with Lee Cockerell

Mastering Service Recovery

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The L.A.S.T. Model for Success

Join Us On
October 21, 2024 | 12pm ET 

 

Reserve My Seat!

Bad service experiences happen. How you respond makes all the difference. In this live webinar, Lee Cockerell, former Executive Vice President of Operations at Walt Disney World®, will teach you the powerful L.A.S.T. Model, a proven strategy for turning service failures into opportunities that build customer loyalty and trust.

Join us on October 21st to gain the tools and confidence to not only recover from service breakdowns but to create an even stronger bond with your customers as a result.

What You Will Learn During This Training:

  • How to Apply the L.A.S.T. Model to recover from service failures and exceed customer expectations.
  • Techniques for Listening Effectively so customers feel understood, reducing frustration in tense situations.
  • Apologizing Like a Professional: Learn how to deliver sincere apologies without accepting unnecessary blame.
  • Problem-Solving Strategies to resolve issues quickly and offer solutions that leave customers more satisfied than before.
  • The Power of a Thank You: Why closing every service interaction with gratitude builds lasting loyalty.
Register now!

Outcomes You Can Expect:

By attending this webinar, you will:

  • Master a step-by-step framework to calmly handle even the toughest customer complaints.
  • Learn how to turn dissatisfied customers into brand advocates.
  • Gain skills to resolve issues quickly and professionally, preventing repeat failures.
  • Develop the confidence to approach every service recovery with a clear plan that strengthens customer relationships.

AND SO MUCH MORE!

Meet Your Event Host, Lee Cockerell

Lee Cockerell is the former Executive Vice President of Operations for the Walt Disney World® Resort, where he led a team of 40,000 Cast Members responsible for delivering world-class customer service. During his time at Disney, Lee developed strategies that continue to shape the customer service industry today, including the L.A.S.T. Model, which has helped countless organizations turn bad service experiences into lasting success.

I hope to see you at this free event!

Reserve My Seat!