Service Recovery Strategies: Resolving Issues For Now Satisfaction
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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:
KEY CONTENT
Module 1: Introduction to Service Recovery
Module 2: Key Service Recovery Strategies
Module 3: Building and Leading a Service Recovery Team
Module 4: Implementing Service Recovery
Module 5: Service Recovery Simulation
Module 6: Creating Your Service Recovery Plan
METHODOLOGY
The method of learning would include:
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
Inquiry - Service Recovery Strategies: Resolving Issues For Now Satisfaction
