About this Course

What separates service leaders from others is how they handle service failures and meet the challenge of turning an unhappy customer into one who praises your service and becomes a customer for life.

This programme shows the importance of service recovery and how to go from apologising to taking responsibility to giving customers something of value as a way of appeasing them and earning their loyalty. They will also learn that it is best to have fail safe measures to prevent service failures, to plan for service recovery policy and procedures that apply to their workplace.

Course Objectives

By the end of the programme, participants will be able to:

• Understand the concept and principles of service recovery
  
• Understand how customers react to service failures
  
• Recognise customer complaint behavior
  
• Handle customer complaints
  
• Anticipate customers’ expectations of service recovery
  
• Apply service recovery strategies
  
• Select the type of service guarantees that apply to own organisation
  

Who Should Attend

Executive, Supervisors and Managers

Pre-requisites

Nil

Course Duration

14 hours / Full Time

Course Outline

Overview of Service Recovery

• Impact of service failure and recovery
  
• Service recovery objectives
  
• Principles of service recovery
  
• Service recovery culture
  

Customer Reaction to Service Facilities

• Customer response to service failures
  
• Looking at complaints through different lenses
  

Customer Complaint Behaviour

• Why do customers complain?
  
• Why most unhappy customers don’t complain?
  
• Who is most likely to complain?
  

Complaints Handling System

• Six components in complaints handling system
  
• Cost and savings
  
• Publicising complaint management system
  
• Complaint management system checklist
  

Customers Expectation of Service Recovery

• Outcome justice
  
• Interaction justice
  
• Procedural justice
  

Customer Responses to Effective Service Recovery

• Proportion of unhappy customers who return
  

Service Recovery Strategies

• Fail-safe the service
  
• Welcome and encourage complaints
  
• Handling complaints escalated by employees
  
• Act quickly
  
• Provide adequate explanations
  
• Treat customer fairly
  
• Cultivate relationships with customers
  
• Learn from recovery experiences
  
• Learn from lost customers
  
• Service recovery paradox
  

Service Guarantees

• Service guarantees
  
• Characteristics of effective guarantees
  
• Benefits of guarantee
  
• Why service guarantee is not suitable for every company
  

Service Recovery Practice-In-Action

• Apply fail safe to workplace practice
  

Method of Instruction

English

Trainer : Trainee Ratio is 1:20

Mode of Assessment/Examination

Nil

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