Center for Services Leadership - How to Profit from Service Recovery

How to Profit from Service Recovery

  • 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.

How to Profit from Service Recovery

How to Profit from Service Recovery

 

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Contact Us

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