DESCRIPTION
 

When things go wrong, customer expectations tend to drop while fear and anger rise. Many service providers avoid the issue, minimize costs, and shift blame. However, with the right approach and understanding, you can regain customer satisfaction and loyalty, making your organization even stronger. In today's competitive landscape, effective service recovery is crucial to enhancing the overall Customer Experience (CX).

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In this Service Recovery PPT training presentation, 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 to turn negative experiences into opportunities for strengthening customer relationships.

 

 

LEARNING OBJECTIVES

 

1. Understand the key concepts of service recovery.

2. Understand the principles of effective service recovery systems.

3. Understand why problems are opportunities.

4. Acquire knowledge on how to make it easy for customers to complain.

5. Acquire knowledge on how to handle difficult customers.

6. Apply the five steps of service recovery skill.

 

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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

 

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You may also be interested in the following presentations

(sold separately):

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1. Delivering Service Excellence

2. Customer Service Essentials

3. Service Recovery

4. Service Design

5. Design Thinking

6. Customer Journey Mapping

7. Value Proposition Canvas

8. Business Model Canvas

9. Change Management

10. Digital Transformation

11. Digital Customer Service