Problem Solving and Service Recovery

Before you can solve a problem, you need to understand it fully. This lesson focuses on how to identify root causes, gather the right information, and avoid assumptions.

Learn a simple, reliable approach to solving service issues—from defining the problem to delivering a solution that sticks. You’ll also explore how to involve customers in the process without overwhelming them.

Discover proven methods for responding when things go wrong, including how to apologize meaningfully, offer fair compensation, and rebuild customer confidence.

Empowered employees solve problems faster and more confidently. This lesson explores how teams can be trained, supported, and trusted to act in the customer’s best interest on the spot.

Welcome to this practical exercise designed to enhance your customer service capabilities. We'll explore the L.A.S.T. Framework, a powerful approach for resolving customer issues and building lasting relationships. L.A.S.T. stands for Listen, Apologize, Solve, and Thank.