The Art of Service Recovery
November 06, 2023 - November 07, 2023
Schedule via Zoom:
1:00 - 5:00 pm
Early Eagle Rate:
October 24, 2023
“A person who commits a mistake and doesn't correct it is committing another mistake.” – Confucius
Customer’s complaints are a valuable feedback mechanism that can help organizations rapidly strengthen products, service style, and market focus.
The Art of Service Recovery will help you learn methods to effectively handle complaints, transforming them into valuable consumer insights that will help your organization improve its processes, and in turn, be of better service to your customers.
Who should attend
- Sales, marketing, and customer service personnel, supervisors, and managers of all industries; and
- Proprietors and entrepreneurs of all industries.
After the course, you will:
- Appreciate the rationale for service recovery (in relation to service delivery and service quality);
- Develop a philosophy to win customers back;
- Understand the elements of a complaint;
- Learn appropriate words and actions when dealing with difficult customers; and
- Create an organizational framework and process for complaints handling and effective service recovery.
I. Introduction to service recovery
What is service recovery and why do we do it?
Service recover and Customer Lifetime Value
II. The dissatisfied customer
A. Levels of complaint reactions
B. Categories of dissatisfied customers
C. Why customers complain and why customers don’t complain
D. Strategies to reduce complaint barriers
III. Complaints dissected
A. A positive outlook on complaints
B. Complaints – what are they?
IV. The service recovery process
A. General steps
B. Dealing with difficult customers
C. Service recovery on social media
D. Responding to written complaints
E. Working with customers to prevent service failures
V. Creating a service recovery system
A. Identify service problems
B. Resolve problems effectively
C. Learn from the recovery experience
Ms. Anamaria M. Mercado has over 15 years experience in the field of business development and management, particularly sales and marketing. She has handled products offered in retail consumer, office, and industrial markets, working initially as a sales representative and marketing analyst, and later as a business group head. She has worked with various customers and trade partners including distributors, dealers and retailers.
Over the last few years, Ms. Mercado has concentrated on full time training - facilitating courses in sales and its disciplines, customer service and Six Sigma.
Ms. Mercado has a degree in Business Economics and post graduate units In Professional Education from the University of the Philippines. She also has a Master’s degree in Business Administration from the Ateneo Graduate School of Business.