Objectives

In this 1 day program participants will learn:

1. To establish the rationale for service recovery

2. To understand the organizational framework and process for service recovery

3. To be guided towards effective recovery at the service encounter level

4. To understand empowerment and identify ways in which staff can be empowered to deliver effective recovery

5. To understand service reliability through service system designing

Outline

1. The cost and consequences of Service Failures

2. The Critical Elements in the Process for Service Recovery

3. A framework for implementing Service Recovery in the organization

4. Empowering the Frontline for Service Recovery

5. Sustaining Service Recovery through Service System Design

Who Should Attend

Supervisors, front line managers, customer service managers, customer service directors.

Methodology

Interactive lectures, group discussions, practical applications, video.