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Service Recovery   67-slide PPT PowerPoint presentation (PPTX)
$59.00

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Service Recovery (PowerPoint PPTX)

File Type: 67-slide PPT PowerPoint presentation (PPTX)

Top 500 Best Practice $59.00
Crafted by a seasoned Service Excellence Expert with a proven track record at industry leaders such as Microsoft and IBM, this comprehensive presentation is your roadmap to enhancing customer experience and driving satisfaction.
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BENEFITS OF DOCUMENT

  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.

DESCRIPTION

This product (Service Recovery) is a 67-slide PPT PowerPoint presentation (PPTX), which you can download immediately upon purchase.

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

Note: In addition to this training presentation, you may also be interested in the following presentations on Service Excellence (sold separately):

•  Customer Service Basics
•  Customer Service Essentials
•  Customer Delight through Quality
•  Delivering Service Excellence
•  Customer Experience Management Models
•  Design Thinking
•  Customer Journey Mapping
•  Six Basic Rules of Effective Customer Service Poster

This presentation delves deep into the psychology of customer responses to service failures, categorizing them into public actions, private actions, and inactions. It underscores the importance of transforming complaints into opportunities for improvement, highlighting how effective service recovery can significantly boost customer satisfaction and loyalty. The five-step service recovery process is meticulously detailed, providing actionable strategies to address and resolve customer issues promptly. This resource is essential for any organization aiming to enhance its service recovery framework and turn dissatisfied customers into loyal advocates.

Got a question about the product? Email us at support@flevy.com 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


$59.00
Crafted by a seasoned Service Excellence Expert with a proven track record at industry leaders such as Microsoft and IBM, this comprehensive presentation is your roadmap to enhancing customer experience and driving satisfaction.
Add to Cart
  

OVERVIEW

File Type: PowerPoint pptx (PPTX)
File Size: 9.3 MB
Number of Slides: 67 (includes cover and all slides)

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

ABOUT THE AUTHOR

Additional documents from author: 225

Operational Excellence Consulting, founded in 2009 by Allan Ung, draws from extensive experience at Microsoft, IBM, and Underwriters Laboratories (UL). With over three decades of expertise in strategy deployment, customer experience design, and operational excellence, our mission is clear: empowering global individuals and organizations through Design Thinking and Lean Methodologies. [read more]

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