1. To successfully recover the customer’s trust and confidence once a mistake has been made.

2. To assure employee awareness of always maintaining a satisfied customer.

3. To help employees better understand the customer’s need for problem resolution.

4. To implement a process which will continually develop the attitude, human relations skills, and leadership skills necessary to maintain an excellent customer relations environment.

5. To provide the employee with the tools and techniques required to minimize the impact of a service delivery failure.

This program focuses on how to deal effectively with customers once a mistake has been made. It includes the handling of the mistake, re-gaining the customer’s trust and keeping them as loyal customers. Service Recovery addresses the most difficult part of customer service: handling complaints in an effective manner. This program includes the steps of the Service Recovery process as well as the Human Behavior and Environment conducive to Service Recovery. It helps companies who have become customer oriented, implement their customer service strategies. This unique approach, when facilitated full strength throughout the company, results in satisfaction not only for external customers, but for the internal customers as well. This process, which emphasizes the importance of attitudes and behavior, leads to a positive self-image among everyone within the organization and customer satisfaction and loyalty.

One day workshop and facilitation session. Each participant will receive a Textbook.

C. PROCESS

This program addresses the requirements and techniques for an effective:

Service Recovery Environment

Service Recovery Process

Due to the impact of Attitudes in dealing with customers, and all aspects of a person's performance, this program discusses the role that a person's behavior plays in their achievement and professional/personal success.

• Increases customer satisfaction.
• Develops techniques to identify and eliminate barriers customers may have with the department.
• Introduces techniques to regain the loyalty of unhappy customers
• Promotes teamwork among the employees.
• Highlights the key differences between different customers.
• Provides the employee with the assurance that their actions will result in a positive customer attitude