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BENEFITS OF DOCUMENT
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 "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Customer Service PowerPoint Slides: Service Recovery PowerPoint (PPTX) Presentation, Operational Excellence Consulting
ABOUT THE AUTHOR: OPERATIONAL EXCELLENCE CONSULTING
Operational Excellence Consulting is a leading management training and consulting firm dedicated to helping individuals and organizations improve their effectiveness and productivity in the post-pandemic new normal. Our mission is to drive lasting beneficial change by leveraging design thinking and lean management approaches.
We work with a diverse range of clients, including government bodies, multinational corporations, and small and medium-sized enterprises, across a wide spectrum of industries.
Our firm offers a comprehensive suite of capabilities, including Design Thinking, Customer Experience Management, Business Model Innovation, Lean Process Redesign, Total Quality Management (TQM), Total Productive Maintenance (TPM), Kaizen, Value Stream Improvement, Hoshin Kanri (Policy Deployment), Problem Solving Techniques & Tools (e.g. PDCA, 8D, A3, etc.), Training Within Industry (TWI), Suggestion System and Benchmarking.
To ensure the widespread adoption of operational excellence techniques and tools, we pride ourselves on developing high-quality, customizable training materials, presentations, frameworks, and templates to complement your training and business needs.
Operational Excellence Consulting has published 203 additional documents on Flevy.
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, & marketing 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
|This 32-page presentation from Operational Excellence Consulting explains the Lean Management philosophy, based on the Toyota Production System (TPS). Learn to eliminate waste. To receive this free download, enter your email address below and click the "Email Me" button.|
Service Excellence Training Package
This bundle contains 3 additional documents.
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