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HIGHLIGHTS

Author: Operational Excellence Consulting TOP AUTHOR [?]

Immediate, digital download

File Type: 67-slide PowerPoint presentation (PPTX)

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

This product (Service Recovery) is a 67-slide 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

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. [read more]

Operational Excellence Consulting has published 203 additional documents on Flevy.

Want to become an expert on Customer-centric Design (CCD)? Take a look at the Customer-centric Design (CCD) Stream, our most holistic collection of Customer-centric Design (CCD) frameworks. Full details here.

DETAILS

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

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

Service Excellence Training Package

$189.00

This bundle contains 3 additional documents.

View Full Details

Customer Service Basics

24-slide PowerPoint deck

$49.00

Author:

Customer Service Essentials

102-slide PowerPoint deck

$69.00

Author:

Delivering Service Excellence

136-slide PowerPoint deck

$79.00

Author:

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