The WOW Factor: Mastering Exceptional Customer Experience

July 10, 2025 | 8:30AM – 1PM MST

Course features

♦ Category: Industry & Career Foundations
♦ Subcategory: Restoration Industry Intro
♦ Time Required: 4 hours
♦ CE Credits: 4
♦ Exam: Yes
♦ Check on Learning

Course Overview

In the fast-paced world of restoration, great customer service isn’t just a bonus—it’s a differentiator. The WOW Factor equips restoration professionals with the emotional intelligence (EQ), tools, and real-world techniques to deliver unforgettable service experiences. Learn how to turn stressful, chaotic situations into moments of trust and confidence that leave customers saying “WOW.” Whether you’re in the field or managing the project, this course will help you elevate your communication, reputation, and results.

What will learn

• How to build trust quickly in high-stress customer environments
• Emotional Intelligence (EQ) tools tailored for restoration professionals
• Strategies to confidently ask for 5-star reviews
• How to manage chaos and restore confidence—yours and theirs
• The “Fix It If You Break It” customer recovery method
• Conflict resolution tactics for handling tough conversations with grace
• How to lead with empathy while protecting your team
• Scripts, phrases, and tone strategies that create memorable experiences
• Techniques for consistent WOW moments across your company culture

You should attend if….

♦ Regularly interact with clients
♦ Ever dealt with a frustrated, emotional or difficult customer
♦ Want to improve customer satisfaction, retention and referrals
♦ Looking to build confidence when asking for reviews
♦ Want to equip your team with tools for staying calm under pressure
♦ Committed to raising the bar for service in the restoration industry

Certificate of Training

Major Course Topics

✓ The Psychology of the Restoration Customer
✓ Mastering Emotional Intelligence in the Field
✓ The WOW Language Toolkit
✓ Confidently Asking for Reviews
✓ Fix It If You Break It : Customer Recovery Method
✓ Handling Chaos and High-Emotion Situations
✓ Dealing with Dificult Conversations
✓ Building the WOW Culture Company-Wide