Mapping Your Service Recovery Process Training

Become a complaint friendly organisation

The deck is stacked against businesses trying to satisfy their customers. Customers expect satisfactory service and as a result anything that looks like unsatisfactory service stands out. Because of this, it is more likely to be remembered and weighed more heavily in comparison to everything that went right.

This reality demands that we map out a process across the organisation to handle unhappy customers and pay attention to what we can learn from customers who are dissatisfied. We can work at satisfying customers through the purchasing process, but research tells us over and over again that it is our post-sales service people who create the greatest degree of engagement and loyalty amongst our customers.

Overview

This highly interactive 2 day course is designed for managers with responsibility for Customer service strategy and particularly the complaints policy in your organisation, helping them build knowledge and skills to strategise and build a viable and sustainable complaint-friendly culture.

Audience

Any manager responsible for setting the Customer service strategy and the complaints policy in particular in the organisation

Key outcomes

Design a service recovery strategy
Set goals for a service recovery approach
Define the customer experience and investigate current business practice
Build skill and knowledge in the team/organisation to implement the strategy

Price

Enquire for price

Duration

This course is typically held over 2 days

You will leave this course able to:

Identify the core parameters of being a Complaint-friendly organisation
Define Customer-Centricity and the 3 levels of service and their related support mechanisms
Analyse the 4 critical criteria that businesses need to do to successfully become a complaint-friendly organisation
Work through 5 principles that support the mapping of the service recovery process
Identify the critical priorities to map a service recovery in the organisation
Examine why Customers stop doing business with organisations they were once loyal to
Implement a Complaint-friendly strategy in the organisation
Share meaningful data internally
Empower people in the business to handle complaints
Implement a complaint response formula that can permeate the organisation quickly and effectively

Delivery options

This course can be delivered in-person or virtually

Tailor this course

Contact us for further information on how Mapping Your Service Recovery Process training can be tailored to your business

Mapping your Service Recovery Process

Empower your customers to promote your brand