Please register (it's free!) or login to view the remaining preview.

If you are logged in, your referral link [?] is automatically included below.

EMBED CODE (Copy and Paste)

BENEFITS OF DOCUMENT

Regain customer satisfaction and loyalty and make your organization even stronger.
Acquire the simple five-step service recovery skill.
Create more enhanced service experience for your customers.

DOCUMENT DESCRIPTION

When things go wrong, customer expectations tend to drop while fear and anger rise. Many service providers tend to avoid the issue, hiding from the damage, minimizing cost and shifting the blame to others. With the right approach and understanding, you can regain customer satisfaction and loyalty and make your organization even stronger.

In this training powerpoint presentation, you can educate customer service employees or new hires on the key concepts and principles of service recovery, learn how to handle difficult customers and acquire the five-step service recovery skill.

LEARNING OBJECTIVES

1. Understand the key concepts of service recovery
2. Understand the principles of effective service recovery systems
3. Understand why problems are opportunities
4. Acquire knowledge on how to make it easy for customers to complain
5. Acquire knowledge on how to handle difficult customers
6. Apply the five steps of service recovery skill

CONTENTS

1. Introduction to Service Recovery
2. Principles of Effective Service Recovery Systems
3. Problems are Opportunities
4. Making it Easy for Customers to Complain
5. Handling Difficult Customers
6. Five Steps of Service Recovery

In addition to this training presentation, you may also be interested in the following powerpoints on customer service (sold separately):

* Customer Service Basics
* Customer Service Essentials
* Delivering Service Excellence
* Service Excellence Models

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Service Recovery PowerPoint document

This document is available as part of the following discount bundle(s):

Service Excellence Training Package Bundle

Top Flevy Author [?]

Service Recovery

Sold by Operational Excellence Consulting (this author has 155 documents)

$59.00

ALL FEES INCLUDED

Add to Cart

This business document is categorized under the function(s):

Operations Strategy, Marketing, & Sales

It applies to All Industries

File Type: PowerPoint (pptx)

File Size: 9.3 MB

Number of Slides: 67 (includes cover, transition slides)

Related Topic(s): Customer Service

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

Terms of usage (for all documents from Operational Excellence Consulting)

Initial upload date (first version): Feb 10, 2016
Most recent version published: Feb 28, 2020

Ask the Author a Question

Must be logged in Click here to log in

CUSTOMER TESTIMONIALS

"As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor the material for specific purposes helped us to make presentations, knowledge sharing, and toolkit development, which formed part of the overall program collateral. While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant's toolbox."

– Michael Duff, Managing Director at Change Strategy (UK)

"As a consultant requiring up to date and professional material that will be of value and use to my clients, I find Flevy a very reliable resource.

The variety and quality of material available through Flevy offers a very useful and commanding source for information. Using Flevy saves me time, enhances my expertise and ends up being a good decision."

– Dennis Gershowitz, Principal at DG Associates

"FlevyPro provides business frameworks from many of the global giants in management consulting that allow you to provide best in class solutions for your clients."

– David Harris, Managing Director at Futures Strategy

"Flevy is now a part of my business routine. I visit Flevy at least 3 times each month.

Flevy has become my preferred learning source, because what it provides is practical, current, and useful in this era where the business world is being rewritten.

In today's environment where there are so many challenges and there is the need to make the right decisions in a short time, with so much scattered information, we are fortunate to have Flevy. Flevy investigates, selects, and puts at our disposal the best of the best to help us be successful in our work."

– Omar Hernán Montes Parra, CEO at Quantum SFE

"My FlevyPro subscription provides me with the most popular frameworks and decks in demand in today’s market. They not only augment my existing consulting and coaching offerings and delivery, but also keep me abreast of the latest trends, inspire new products and service offerings for my practice, and educate me in a fraction of the time and money of other solutions. I strongly recommend FlevyPro to any consultant serious about success."

– Bill Branson, Founder at Strategic Business Architects

"I have used FlevyPro for several business applications. It is a great complement to working with expensive consultants. The quality and effectiveness of the tools are of the highest standards."

– Moritz Bernhoerster, Global Sourcing Director at Fortune 500

"As an Independent Management Consultant, I find Flevy to add great value as a source of best practices, templates and information on new trends. Flevy has matured and the quality and quantity of the library is excellent. Lastly the price charged is reasonable, creating a win-win value for the customer, Flevy and the various authors. This is truly a service that benefits the consulting industry and associated clients. Thanks for providing this service. "

– Jim Schoen, Principal at FRC Group

"Flevy is our 'go to' resource for management material, at an affordable cost. The Flevy library is comprehensive and the content deep, and typically provides a great foundation for us to further develop and tailor our own service offer."

– Chris McCann, Founder at Resilient.World

"As a young consulting firm, requests for input from clients vary and it's sometimes impossible to provide expert solutions across a broad spectrum of requirements. That was before I discovered Flevy.com.

Through subscription to this invaluable site of a plethora of topics that are key and crucial to consulting, I have been able to exceed expectations and deliver quality advice and solutions to my clients. The quality and expertise of the authors are exemplary and gives me great confidence to use as part of my service offerings.

I highly recommend this company for any consultant wanting to apply international best practice standards in their service offerings. "

– Nishi Singh, Strategist and MD at NSP Consultants

"FlevyPro has been a brilliant resource for me, as an independent growth consultant, to access a vast knowledge bank of presentations to support my work with clients. In terms of RoI, the value I received from the very first presentation I downloaded paid for my subscription many times over! The quality of the decks available allows me to punch way above my weight – it's like having the resources of a Big 4 consultancy at your fingertips at a microscopic fraction of the overhead."

– Roderick Cameron, Founding Partner at SGFE Ltd

SELECT CUSTOMERS

Since 2012, we have provided best practices to over 5,000 businesses and organizations of all sizes across the world—in over 130 countries. Below is just a very small sample of our customer base.

Did you know?

The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.

CUSTOMERS ALSO BOUGHT THESE DOCUMENTS

Delivering Service Excellence 118-slide PowerPoint deck $69.00 Author: Operational Excellence Consulting Customer Service Operational Excellence	Customer Service Essentials 102-slide PowerPoint deck $69.00 Author: Operational Excellence Consulting Customer Service	Guide to Delivering Best-in-Class Customer Care 78-slide PowerPoint deck $69.00 Author: P-Square Partners Customer Service Customer Care	Customer Service Basics 23-slide PowerPoint deck $49.00 Author: Operational Excellence Consulting Customer Service
Multichannel Contact Center Strategy 27-slide PowerPoint deck $20.00 This is a FlevyPro [?] document. Subscribe and save with FlevyPro! Customer Service Contact Center	Customer Service Plan 5-slide PowerPoint deck $20.00 Author: eemer600 Customer Service	Six Basic Rules of Effective Customer Service 32-slide PowerPoint deck $49.00 Author: Operational Excellence Consulting Customer Service	Customer Service - Implementation Toolkit Excel workbook and supporting ZIP $149.00 Author: Gerard Blokdijk Customer Service
Assessment Dashboard - Customer Service Excel workbook and supporting ZIP $79.00 Author: Gerard Blokdijk Customer Service	Business Basics 2 - Operations, Customer Service, IS, & HR 25-page Word document $29.00 Author: Grant Stanley Customer Service Human Resources	Strategic Planning: Hoshin Kanri Strategy Deployment 146-slide PowerPoint deck and supporting Excel workbook $79.00 Author: Operational Excellence Consulting Strategic Planning Strategy Development Strategy Deployment & Exe ...	Strategic Planning - Hoshin Policy Deployment 137-slide PowerPoint deck and supporting Excel workbook $69.50 Author: Operational Excellence Consulting LLC Strategic Planning Strategy Deployment & Exe ... Hoshin Kanri