Service Recovery Process / Managing Guest Feedback Training
Suggested Participants: Frontliners
Duration: 1 Days, 6 hours
Course Overview
Service recovery refers to the actions and processes a business or organization employs to address and resolve customer complaints, issues, or problems that arise during or after the delivery of a product or service.
Service failures can take various forms, ranging from product defects and poor customer service to delays and late deliveries – or any other aspect of a service or experience that does not meet the customer’s expectations. Service recovery is about making things right for the customer, and it requires a well-coordinated effort by the business or organization to restore the customer’s confidence and trust. It involves training and empowering customer-facing.
Course Objectives
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To proactively and sensitively manage complaints and refuse requests to maintain customer engagement and improve retention.
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To restore customer satisfaction, loyalty and trust.
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To learn how listen to the customer’s complaint, empathize with the customer’s situation, apologize to the customer for their negative experience, take appropriate action to rectify the problem and follow up to make sure the issue has been resolved.
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To learn how to compensate the customer for the inconvenience.