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


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.


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


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
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Service Recovery

Sold by Operational Excellence Consulting (this author has 135 documents)


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

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

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