Course Overview

In a perfect world, customer service issues would be prevented before they occurred. However, problems such as product defects and communication errors are an inevitable part of business. When these issues occur, service recovery is a crucial process to win back the customer’s trust and restore the reputation of the company.

Once the course is completed, you’ll have learned about the importance of service recovery and how to plan for it. In addition, you’ll explore some key principles and steps to service recovery.

Audio narration and animated video aid comprehension and a built-in assessment checks that learners have mastered the content.

Course Objectives

By the end of the course, learners will be able to:

• Emphasize the importance of service recovery
• Develop plans for service recovery
• Outline the principles of service recovery
• Execute steps to service recovery