About this Course

Many organisations have customer satisfaction as a key performance target. It is practically impossible to achieve the “zero-defects” all the time. Things do go wrong at times. Some service failures and customer dissatisfaction is almost inevitable in our real world. If service lapses are almost inevitable, then it is crucial that organisations have proper service recovery strategies to win over upsetting customers. For there is growing body of evidence in consumer research to suggest that service recovery can generate customer satisfaction and loyalty as well as positive word-of-mouth advertising. A poor service on the other hand can result in negative customer experience, leading to complaints and have impact on customer’s decision on repurchase. This oneday course on Service Recovery Strategies will enable participants to understand how best to deal with service failures and customer complaints by understanding different customers expectations & how they respond to different service recovery actions. The course will also equip participants with necessary service recovery skills to manage service failures effectively.

Learning Outcomes:

• Understand the relationship between Customer Expectations & Service Recovery Actions
  
• Know the Elements of an Effective Service Recovery Strategy
  
• Manage Service Failures Effectively
  

Course Outline:

Service Failures

• Customer Satisfaction & Expectations of Technology-Based vs. Non-Technology Based Services
  
• Types of Service Delivery Failures
  
• Understanding the Customer Complaint Behaviour
  

Approaches in Service Recovery

• Key Elements of a Service Recovery Strategy
  
• Factors Influencing Customer Response to Service Recovery
  

Service Recovery Techniques & Skills

Putting the Service Recovery Procedures into Actions:

• Understand and Manage Customers’ & Own Emotions
  
• Communicate effectively and take necessary actions to win customers back
  
• Avoiding the recovery “traps”
  
• Role Play
  

Who Can Benefit?

Executives or personnel handling customer’s feedback & recovery programme.

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