W. P. Carey Certificate in Customer Experience for Honeywell

Honeywell Program Representatives

Sonia Cyril

Center for Services Leadership Representative

Sarah Johnson

If you'd like to cancel your enrollment, please select from the course buttons below and complete the cancellation form to let us know you'd like to be removed.

Please note that course cancellation requests will not be honored if the course has already begun.

If you'd like to make any changes to your enrollment, please contact the Center for Services Leadership Program Representative.  Thank you!

How to Blueprint
Excellent Customer Experiences
How to Deliver Front Line Service Quality How to Find & Fix Service Quality Gaps How to Profit from Service Recovery


Center for Services Leadership

How to Profit from Service Recovery

Learn the seven steps to profitable service recovery and best practices for applying them. Through the best practices of leading companies and the research findings on this topic, you will discover why service recovery is important to organizations.

At the end of this course, you should 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.
  • Understand and apply the steps in the service recovery process.
  • Determine how 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.

This course is especially beneficial to people who are responsible for addressing or solving customer problems and complaints and people who manage service/support/complaint teams.