23 January 2009 - Allson Hotel

Introduction

What happens when there is a missed delivery? What happens when a contractor does not turn up for an agreed appointment? What happens when a service breaks down? The art of service recovery is all about turning around disappointed customers into delighted customers. It is about turning lemons into lemonades and turkeys into golden geese. The best service organizations anticipate and prepare for potential breakdowns in service. They have set up a system, they have prepared their staff and they are ready whenever there is a service failure because the best service organizations recognize that effective service recovery builds customer loyalty and retention.

The Art of Service Recovery workshop examines the framework and process for service recovery and explores the best practices from customer driven organizations in winning back the customer.