Effective Service Recovery

Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

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Overview/Description
Managing customer relationships isn't always smooth sailing. When a customer has an unexpected problem with a product or service, you risk losing that customer to someone else. The competition for gaining new customers is fierce. It is up to you and your organisation to do everything you can to retain the customers you fought so hard to get. To accomplish that, you and your organisation need policies and processes to help you act swiftly and proactively in order to solve problems and to regain customer trust. In this course, you'll learn the art of service recovery--a set of carefully designed procedures, strategies and techniques designed to not only salvage your valued customer relationships but to enrich them as well.

Target Audience
Front-line service representatives, managers

Expected Duration (hours)
2.5

Lesson Objectives

Customers' Recovery Expectations

identify the value of understanding the customer's expectations in the service-recovery experience.

identify customers' organisational expectations.

identify customers' expectations of service personnel.

apply recovery principles to defuse a customer's emotional state in a given scenario.

Basic Service-recovery Skills

recognise benefits of using service-recovery skills to satisfy a customer.

use basic recovery tactics to make a connection with the customer in a specific scenario.

use basic recovery guidelines to create an effective solution with a customer in a specific scenario.

identify techniques for going the extra mile.

Fundamentals of Service-recovery Systems

recognise the value of creating a service-recovery system.

identify steps to take to identify service problems in a service-recovery system.

identify strategies of an effective solution process.

identify steps to create the evaluation process of a service-recovery system.

Course Number:
CUST8123