Effective Service Recovery

Overview/Description
 Managing customer relationships isn't always smooth sailing. When a customer has an unexpected problem with a product or service, you risk losing that customer to someone else. With the competition for gaining new customers as fierce as it is, it behooves you and your organization to do everything you can to retain the customers you fought so hard to get. To accomplish that, you and your organization need policies and processes to help you act swiftly and proactively to solve problems and regain the customer trust. In this course, you'll learn the art of service recovery--a set of carefully designed procedures, strategies, and techniques designed to not only salvage your valued customer relationships but enrich them as well.

Target Audience
 Front-line service representatives, managers

Expected Duration
2.5 hours

Lesson Objectives:

Customers' Recovery Expectations

  • identify the value of understanding the customer's expectations in the service-recovery experience.
  • identify customers' organizational expectations.
  • identify customers' expectations of service personnel.
  • apply recovery principles to defuse a customer's emotional state in a given scenario.

    • Basic Service-recovery Skills

  • recognize benefits of using service-recovery skills to satisfy a customer.
  • use basic recovery tactics to make a connection with the customer in a specific scenario.
  • use basic recovery guidelines to create an effective solution with a customer in a specific scenario.
  • identify techniques for going the extra mile.

    • Fundamentals of Service-recovery Systems

  • recognize the value of creating a service-recovery system.
  • identify steps to take to identify service problems in a service-recovery system.
  • identify strategies of an effective solution process.
  • identify steps to create the evaluation process of a service-recovery system.

    • Course Number: CUST0123