Service Recovery Strategies
Many organisations have customer satisfaction as a key performance target. It is practically impossible to achieve the “zero-defects” all the time. Things do go wrong at times. Some service failures and customer dissatisfaction is almost inevitable in our real world. If service lapses are almost inevitable, then it is crucial that organisations have proper service recovery strategies to win over upsetting customers. For there is growing body of evidence in consumer research to suggest that service recovery can generate customer satisfaction and loyalty as well as positive word of mouth advertising. A poor service on the other hand can result in negative customer experience, leading to complaints and have impact on customer’s decision on repurchase. This one-day course on Service Recovery Strategies will enable participants to understand how best to deal with service failures and customer complaints by understanding different customers expectations & how they respond to different service recovery actions. The course will also equip participants with necessary service recovery skills to manage service failures effectively.
Detail
| Date: |
31 Jul 2012 - 01 Aug 2012 |
| Duration: |
2, day(s) 9:00AM - 5:00PM |
| Fee: | $680.00 |
| Venue: | 51 Anson Road, #03-53 Anson Centre Singapore 079904
|
Fees are subjected to prevailing GST of 7%
For more information, please contact JobsDB Learning at 65788111 or email to learning@jobsdb.com.sg
Payment must be made before the commencement of the workshop. No cancellation is allowed 7 days prior to workshop.
Outline
Service Failures
· Customer Satisfaction & Expectations of Technology-Based vs Non-Technology Based Services
· Types of Service Delivery Failures
· Understanding the Customer Complaint Behaviour
· The Service Recovery Paradox
Approaches in Service Recovery
· Key Elements of Service Recovery Strategies
· Factors Influencing Customer Response to Service Recovery
· Designing A Service Recovery Strategy
Service Recovery Techniques & Skills
Putting the Service Recovery Procedures into Actions:
· Understand and Manage Customers’ & Own Emotions
· Communicate to Win Over Angry Customers
· Role Play
Facilitators
Samantha Sim is an effective trainer with a solid background in modern training techniques and concepts. She
exercises competence in customer service, teambuilding, creativity, personal effectiveness and image management.
She has provided training and consultancy to business professionals, corporations and government agencies. Partial
list of clients include Jet Airways (India), Air Mauritius, Performance Motors Ltd, Singapore Island Country Club
(SICC), Sumitomo Corporations, Singapore Power Ltd, Singhealth, Shook Lin & Bok (Law Firm), ST
Aerospace, CISCO and Ministry of Education. Her spirited and innovative approach to training is filled with ideas and
skills that not only makes learning fun and exciting, but also transforms human differences into core assets.
As a facilitator, she has developed her own signature program “Service Race”, an experiential approach to address
service issues and implement service improvements for her clients. Her infectious energy and engaging style help to
make her different workshops fun, active and relevant.
In her previous appointment with Singapore Airlines (SIA), Samantha Sim was responsible for professionalising a team
of 800 cabin crew members committed to SIA Cabin Crew Training Vision of developing service professionals of
distinction within a learning culture. Drawing upon ten years of multicultural experience in the airline industry, she
continues to innovate and improve, offering consultancy and training in areas on Customer Service, Personal
Effectiveness and Business Etiquette.
She is a B.A. graduate coupled with a M.A. (Political Philosophy) from National University of Singapore. She is also a
Certified Behavioral Consultant and a Qualified Color Consultant.
Who Should Attend
Executives or personnel handling customer’s feedback & recovery programme, frontline personnel or customer service
personnel.
Objectives
· Understand the relationship between Customer Expectations & Service Recovery Actions
· Understand the Service Recovery Paradox
· Know the Elements of an Effective Service Recovery Strategy
· Manage Service Failures Effectively