Course Overview
The Service Recovery Techniques Training Course is designed to equip participants with the skills and strategies necessary to effectively manage service failures and recover customer satisfaction. Through a mix of theoretical insights and practical exercises, participants will learn how to turn dissatisfied customers into loyal advocates, enhancing the overall customer experience.
Duration
5 Days
Who Should Attend?
- Customer service representatives
- Frontline employees in retail, hospitality, and service industries
- Managers and supervisors responsible for customer service teams
- Business owners and entrepreneurs focused on customer satisfaction
- Quality assurance and customer experience professionals
Course Objectives:
By the end of this course, participants will:
- Understand the importance of service recovery and its impact on customer loyalty.
- Identify common causes of service failures and their consequences.
- Implement effective recovery strategies tailored to specific situations.
- Communicate empathetically and effectively during service recovery interactions.
- Measure and evaluate the success of service recovery efforts.
- Develop a proactive service recovery plan for their organizations.
Course Outline:
Module 1: Understanding Customer Dissatisfaction
- Defining customer satisfaction and dissatisfaction
- Identifying common customer complaints and their underlying causes
- Analyzing customer feedback and data
- Recognizing the impact of customer dissatisfaction on a business
Module 2: Effective Listening and Communication
- Active listening techniques
- Empathetic communication
- Handling difficult conversations and objections
- Non-verbal communication and body language
Module 3: Service Recovery Strategies
- Apologizing effectively and sincerely
- Providing immediate solutions and compensation
- Going above and beyond to exceed customer expectations
- Building trust and loyalty through service recovery
Module 4: Handling Escalated Complaints
- Identifying escalating situations
- De-escalation techniques
- Involving higher-level management when necessary
- Managing customer emotions and anger
Module 5: Measuring and Improving Service Recovery Performance
- Key performance indicators (KPIs) for service recovery
- Tracking and analyzing customer satisfaction data
- Continuous improvement processes
- Learning from service recovery successes and failures
Customized Training
This training can be tailored to your institution needs and delivered at a location of your choice upon request.
Requirements
Participants need to be proficient in English.
Training Fee
The fee covers tuition, training materials, refreshments, lunch, and study visits. Participants are responsible for their own travel, visa, insurance, and personal expenses.
Certification
A certificate from Ideal Workplace Solutions is awarded upon successful completion.
Accommodation
Accommodation can be arranged upon request. Contact via email for reservations.
Payment
Payment should be made before the training starts, with proof of payment sent to outreach@idealworkplacesolutions.org.
For further inquiries, please contact us on details below:
