COURSE DESCRIPTION / AIMS
Occasionally, service lapses can happen even at the most customer centric organizations, and the cost of service failure can be immense. Apart from the instant cost of rectifying the issue, even more symbolic can be the future eroding of revenues and profits emerging from a loss of customers and the adverse impact on the organization’s reputation. Hence, effectiveness service recovery is not just about addressing the issues and putting things right immediately. It is also about letting customers know how much we care for them and appreciate their support and loyalty.
The objective of this course is to highlight the goal of service recovery. Learners will gain the understanding of service breakdowns from a customers’ viewpoint and use the knowledge gained as a competitive tool. The course would help learners to identify key concepts and principles of a service recovery strategy. Learners can identify and implement service recovery plans to win back customers by applying the guidelines in handling service breakdowns.
- Understanding what is service recovery
- Importance of service recovery
- Benefits of service recovery
- What happens in service recovery
- Communication strategies in service recovery
- Taking the HEAT
- Role play
All Healthcare frontline, support operational staff
Course Fees: $286.00 (excluding GST)
Prevailing course fee subsidy at 90% for Singaporeans/ PRs and 45% for foreign staff working in eligible community care organisations.
Please register for the course via AIC Learning Management System (LMS 2.0).