File Type: PowerPoint (pptx)

 

File Size: 9.9 MB

 

Number of Slides: 67

 

Terms of Usage

Training Presentation/Powerpoint:

Service Recovery

Description
 

When things go wrong, customer expectations tend to drop while fear and anger rise. Many service providers tend to avoid the issue, hiding from the damage, minimizing cost and shifting the blame to others. With the right approach and understanding, you can regain customer satisfaction and loyalty and make your organization even stronger.

 

In this training powerpoint, you can educate customer service employees or new hires on the key concepts and principles of service recovery, learn how to handle difficult customers and acquire the five-step service recovery skill.  

 

 

Learning Objectives

 

  • Understand the key concepts of service recovery

  • Understand the principles of effective service recovery systems

  • Understand why problems are opportunities

  • Acquire knowledge on how to make it easy for customers to complain

  • Acquire knowledge on how to handle difficult customers

  • Apply the five steps of service recovery skill

 


Contents
 

  1. Introduction to Service Recovery

  2. Principles of Effective Service Recovery Systems

  3. Problems are Opportunities

  4. Making it Easy for Customers to Complain

  5. Handling Difficult Customers

  6. Five Steps of Service Recovery

 

You may also be interested in the following related documents (sold separately):

  1. Deliver Service Excellence

  2. Customer Service Essentials

  3. Customer Service Basics

  4. Customer Delight Through Quality

TERMS OF USE   |  ​ PRIVACY POLICY   |   Co. Reg. No. 53141573B   |   © 2019 Operational Excellence Consulting