Managing Your Frontline for Service Recovery
A service breakdown can be remedied through the process of service recovery and particularly the correct management of frontline staff. It is the responsibility of the leaders, managers and supervisors to help staff understand the importance of service recovery and its business implications. This workshop will let participants learn how to apply a systematic approach towards service recovery and identify client expectations during service breakdowns, allowing them to effectively guide their frontline staff for excellent service recovery.

Key Benefits
• Understand the leader’s role in service recovery
• Develop strategies, policies and standards in service recovery
• Empower staff in service recovery situations
• Make sound decisions in a service recovery setting
• Manage and prevent crisis situations and service breakdowns

Course Content
• Service Recovery as a Competitive Strategy

  - 5 Pillars of Service Excellence
  - Service Quality & Service Recovery - The Competitive Edge
  - Marketing Implications
  - Benefits of Service Quality and the Cost of Poor Service
  - Key to Customer-Driven Service
• Strategies for Service Recovery
  - Principles of Service Retention
  - Guidelines for Effective Service Recovery
  - Empowerment: What It Is and How It Can Help Frontline Staff
  - Make Recovery-Based Decisions
• Managing Your Customers and Coaching Employees
  - Causes of Poor Service
  - What Do Upset Customers Want?
  - Rules for Handling Customers’ Complaints and Objections
  - Handling the Chronic Complainer
• Implementation Aspects of Service Recovery
  - Checklist for Service Recovery
  - Preventing Service Breakdowns
• Future Action Plan
  - Review of Policies/Strategies/Plans
  - The Service Pledge
 

Learning Methodology
Role-plays and case studies will be used to provide participants with opportunities to demonstrate their knowledge, learning and skills.

Who Should Attend
Managers and Supervisors responsible for the provision of proactive customer service in their organisation

Course Details
Duration: 2 days (14 hrs)
Time: 9am - 5pm
Course Fee: $460.10 (Incl 7% GST)
SDF Support: $28.00 (with Approved-In-Principle (AIP) Status)*
* Trainees must be company-sponsored direct employees who are either Singaporeans or Singapore Permanent Residents. Companies must be registered in Singapore.