Announcement – We are currently updating and improving our online courses and the Certificate in Service Experience Management, with the NEW courses debuting in early 2018. More information and registration is coming soon, sign up for updates!

  • 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?

Course Description

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.

Chapter Presentations

  • Introduction
  • 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.

Course Pricing

Individual Rates

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.

Contact Us

Center for Services Leadership
W. P. Carey School of Business
Phone: 480-965-6201
Fax: 480-965-2180