Course Details


The Art of Service Recovery
ASR01


Occasionally, service lapses can happen even at the most customer centric organizations. And the cost of service failure can be immense; apart from the instant cost of rectifying the issue, even more symbolic can be the future eroding of revenues and profits emerging from a loss of customers and the adverse impact on the organization’s reputation. Hence, effectiveness service recovery is not just about addressing the issues and putting things right immediately. It is also about letting customers know how much we care for them and appreciate their support and loyalty.


Objective of this course is to highlight the goal of service recovery. Learners will gain the understanding of service breakdowns from a customers’ viewpoint and use the knowledge gained as a competitive tool. The course would help learners to identify key concepts and principles of a service recovery strategy. Learners can identify and implement service recovery plans to win back customers by applying the guidelines in handling service breakdowns.


Duration: 1 day, total of 8 hours


• Understanding service recovery
• Service breakdowns from a customers' viewpoint
• Strategies for service recovery
• Service recovery as a competitive tool
• Guidelines for service recovery
• Critical skills in service recovery


Frontline and nursing staff who manage and / or solve customer-related issues


Certificate of Attendance


Participants must be conversant in the English language


N.A.


Parkway College, Jalan Bukit Merah


Per participant: S$320

* All fees quoted are inclusive of prevailing Government Goods & Service Tax