Service Recovery Practices - Increasing Customer Loyalty
Details
The goal of service recovery is to identify customers with issues and then to address those issues to the customers' satisfaction to promote customer retention. However, service recovery doesn't just happen. It is a systematic business process that must be designed properly and implemented in an organization.
Research has shown that customers who have had a service failure resolved quickly and properly are more loyal to a company than are customers who have never had a service failure. Service Recovery Practices are a critical element in a Customer Loyalty Program. Service recovery has a value that creates positive word-of-mouth about your company .
Course Objective /Key Topics- Best Practices In Customer Service
- Dealing with Internal Customers
- Handling Complaining Customers
- Communication Skills
- Creating a Service Recovery Culture
- Management Practises in Service Recovery
- Feedback vs Compliants
Target Audience
This programme is targeted at creating a Service Recovery Culture in an organisation.
Our mission is to enable Malaysian organisations and world wide multi national corporations to increase productivity and performance through their human resources.
Our support for clients is not limited to the duration of specific engagements. We believe an ongoing relationship, which is part of our business culture.Thus the training solutions that we offer goes right to the bottom line.
- Enhanced Business Performance
- Excellent Customer Services
- Decreased Cycle Time and
- Increase Profits.
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