After the course, you will:

1. Appreciate the rationale for service recovery (in relation to service delivery and service quality);
2. Develop a philosophy to win customers back;
3. Understand the elements of a complaint;
4. Learn appropriate words and actions when dealing with difficult customers; and
5. 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.