Service Recovery
Training Provider: NATIONAL UNIVERSITY OF SINGAPORE
Course Reference: TGS-2025056742
S$425
Original: S$850
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About This Course
Learners will be able to:
1. Identify and rectify the actions that customers may take in response to service failures.
2. Identify the reasons customers may voice complaints and understand the quality improvements these can prompt from a service manager perspective.
3. Describe what customers expect from the firm when they lodge a complaint.
4. Explain how customers respond to effective service and quality management recovery.
5. Define the key tenets of instituting an effective service recovery system to uphold service quality.
6. Summarize best practice protocols for front-line staff in managing complaints and restoring service quality.
What You'll Learn
Transform setbacks into opportunities for service excellence through this comprehensive program. Specifically designed for professionals who interact with customers, this course aims to enhance the overall customer experience, surpassing the basics of effective complaint management.
Participants will gain a thorough understanding of customer reactions to service failures, recovery strategies, and robust service design principles. These elements are focused on fostering customer loyalty and enhancing brand reputation.
The program will equip learners with the skills to navigate challenges, deliver exceptional customer experiences, and position their organization as an industry leader in service excellence, fostering enduring client relationships.
Participants will gain a thorough understanding of customer reactions to service failures, recovery strategies, and robust service design principles. These elements are focused on fostering customer loyalty and enhancing brand reputation.
The program will equip learners with the skills to navigate challenges, deliver exceptional customer experiences, and position their organization as an industry leader in service excellence, fostering enduring client relationships.
Entry Requirements
Background in finance. Some background in physics, maths, computer science is preferred.
Course Details
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