Details

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Service Recovery Strategies: Resolving Issues For Now Satisfaction
Duration: 1 Day
Time: 9:00am to 5:00pm
Lunch Break: 1:00pm to 2:00pm

INTRODUCTION
This one-day intensive program provides managers with actionable insights and practical tools for swiftly resolving service issues and enhancing customer satisfaction. Focused on real-world application, the program features interactive sessions, including live simulations and a service recovery planning activity, ensuring participants are equipped to lead their teams effectively and turn service disruptions into opportunities for creating loyalty and upholding their organization's reputation.

LEARNING OUTCOMES / BENEFITS
Upon completion of this program, the participants will be able to:

• Demonstrate understanding and application of various service recovery strategies
• Demonstrate insight into the service recovery paradox to boost customer loyalty
• Demonstrate the creation of an effective service recovery plan
• Demonstrate leadership in forming and managing a service recovery team
• Demonstrate strategic execution of service recovery for optimal customer satisfaction

KEY CONTENT
Module 1: Introduction to Service Recovery

• Quick overview of service recovery
• The service recovery paradox

Module 2: Key Service Recovery Strategies

• The seven service recovery strategies
• Prioritizing strategies for maximum impact

Module 3: Building and Leading a Service Recovery Team

• Core functions of a service recovery team
• Leadership in service recovery

Module 4: Implementing Service Recovery

• Best practices for implementation
• Service recovery in a technology-driven world

Module 5: Service Recovery Simulation

• Interactive role-play and simulation
• Real-time problem-solving exercises

Module 6: Creating Your Service Recovery Plan

• Framework for a quick service recovery plan
• Workshop activity: Drafting a plan specific to participants’ businesses

METHODOLOGY
The method of learning would include:

• Experiential activities
• Role play
• Interactive group reflection, discussion and facilitation
• Action plan for post training assessment purpose