Center for Services Leadership - How to Profit from Service Recovery
How to Profit from Service Recovery
January 1 – February 28, 2014
- 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.
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
Customer Experience Certificate Participants: $450 per person - For more information about the W. P. Carey Certificate in Customer Experience visit: http://wpcarey.asu.edu/research/services-leadership/certificate-in-customer-experience.