The Art of Service Recovery
Details
“A person who commits a mistake and doesn't correct it is committing another mistake.” – Confucius
Customer’s complaints are a valuable feedback mechanism that can help organizations rapidly strengthen products, service style, and market focus.
The Art of Service Recovery will help you learn methods to effectively handle complaints, transforming them into valuable consumer insights that will help your organization improve its processes, and in turn, be of better service to your customers.
By the end of this workshop, participants must be able to:
- Define service recovery and its importance in customer service;
- Explain what complaints and why they happen;
- Describe the nature and behavior of dissatisfied customers;
- Create a service recovery system for their organizations; and
- Identify ways on how to prevent service breakdowns in their organizations
Outline
I. Introduction to service recovery
- What is service recovery and why do we do it?
- Customer lifetime value
II. Complaints dissected
III. The dissatisfied customer
- Customer expectations
- Categories of dissatisfied customers
- Why customers complain and why customers don’t complain
IV. The service recovery process
V. Creating a service recovery system
- Identify service problems
- Resolve problems effectively
- Learn from the recovery experience
VI. Responding to written complaints
VII. Preventing service breakdowns: Identifying service gaps
Special Offer
Early Bird Discount: 3% Off to First 3 Paid Attendees
Group Discount: 5 Paid Attendee + 1 Free
When you choose Compass Center for Leadership, you will discover a genuine learning partner. We focus on helping your organizations succeed and we encourage leaders like you on your personal leadership journey. As our valued partner, you will join a network of leaders who are changemakers and innovators. You will make a positive impact in your personal and career development as well as in leading positive change in communities.
In collaboration with people-oriented and socially-conscious organizations, we design and deliver the most revolutionary leadership development experiences to equip and enable as many leaders as possible.
Our leadership and management development programs enabled and equipped thousands of private and public sectors leaders – and individual professionals with entrepreneurial spirit.
We also bring together leaders in a learning space where they can learn from each other and collaborate so they can drive change and deliver results that matter.
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