- Are you responsible for solving customer complaints and problems or do you manage people who are?
- Does your role include dealing with unhappy and/or dissatisfied customers?
- Would you like to design better service recovery processes in order to build stronger customer loyalty and profitability?
How to Profit from Service Recovery Gaps
Learn the seven steps to profitable service recovery and best practices for applying them. Discover why service recovery is important to organizations.
Participants Will Be Able To
- Define what service failure and service recovery represent from the customer’s point of view.
- Explain why service recovery is important to organizations.
- Apply the steps in the service recovery process.
- Determine who best to handle especially difficult and irate customers.
- Explain why companies renowned for service excellence have recovering from service failures as an organization-wide priority.
- Raising the Stakes of Service Failures
- Being Prepared for Service Recovery
- Steps in the Service Recovery Process – Part A
- Steps in the Service Recovery Process – Part B
- Handling Difficult Customers
- Learning from Each Failure and Recovery
Estimated time required to complete the course: 6-10 hours over 8 weeks. This course is an elective for the W. P. Carey Certificate in Customer Experience.
Who Should Take This Course
Managers and individual contributors who are responsible for solving customer problems and complaints and people who manage service/support/complaint departments.
Center Member Rate: $495 per person
Non-Member Rate: $550 per person
Customer Experience Certificate Participants: $450 per person
For more information visit W. P. Carey Certificate in Customer Experience.
Center for Services Leadership
W. P. Carey School of Business