Service delivery often go wrong or don’t meet customers’ expectations. Although firms often provide procedures for dealing with problems and customer complaints, very few managers and employees are trained to deal with such service delivery failures or with customer complaints in a face-to-face situation, or how to respond in writing. The objective of this course is to assist you in dealing with service delivery failures and customers who complain. In this course you will be assisted to interact in an emotional environment, and learn how to defuse confrontational situations to retain customers.
The course will provide information and an understanding of what happens during service failure and recovery to better equip you to deal with customer complaints, which, in turn, will result in customer retention and protecting the reputation of the firm when things go wrong.