Service Recovery for Frontline Staff

Course details

When the customer expectations are not met either by what we did or fail to do it is time for service recovery. Losing a sale is bad enough but to lose a customer for good is just bad business. All care and attention are required to win back the heart and mind of the aggrieved customer. Develop the skill and technique in retaining what you have worked hard to get; with service recovery, you win the loyalty of your customers.

PROGRAMME OBJECTIVES

By the end of the course, participants should be able:

• to provide good customer care techniques
• to learn the benefits of service recovery for the customer, his organization and himself
• to avoid the pitfalls in the customer service process
• to work in effective teams in the delivery of excellent customer care
• to implement service recovery techniques to win the loyalty of the customer

PROGRAMME OUTLINE

1. What is service recovery?
2. The core of a service recovery system
3. Our service recovery system: Predict, Prepare and Plan for recovery action
4. The five-step recovery system
5. How ready are you to recover when things go wrong?

WHO SHOULD ATTEND

All frontline personnel, supporting staff who assist directly or indirectly to the frontline personnel. Sales and service personnel.