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BENEFITS OF 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
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
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Source: Best Practices in Customer Service PowerPoint Slides: Service Recovery PowerPoint (PPTX) Presentation, Operational Excellence Consulting
OVERVIEW
(PPTX)
ABOUT THE AUTHOR
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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This document is available as part of the following discounted bundle(s):
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Service Excellence Training Package
This bundle contains 4 total documents. See the additional documents to the right.
Customer Service Operational Excellence Lean Management/Enterprise Process Improvement Problem Solving Process Analysis Contact Center Customer Care Total Quality Management Quality Management & Assurance Gemba Walk 8D Corrective and Preventative Action Kaizen Continuous Improvement PDCA Human Resources
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