Service Failure Recovery Customizable Course
How to Foster an Invaluable Customer Experience
No organization, no matter how conscientious, can completely prevent problems and mistakes all the time. Weather delays, dependence on other companies for manufacturing or fulfillment, delivery issues, clerical errors, etc., can lead to slip-ups that are out of your control.
The phrase "service recovery paradox" was first used by Michael McCollough and Sundar Bharadwaj in 1992. The paradox occurs when a customer is more satisfied with a company after it has fixed a problem than if the problem had never happened—if the company resolves the situation in a way that exceeds the customer's expectation.
According to a paper published by Bolton and Smith, the quality of a customer's experience often depends on the response of the first person the customer contacts regarding the situation. Forty-three percent of dissatisfactory service encounters are due to an employee's inadequate response to the customer, not due to the initial incident itself.
Furthermore, the paper reported that companies need to provide as many as 12 subsequent positive experiences to overcome the effects of one negative experience. Unfortunately, many customers won't give you that many chances.
The top two reasons that companies lose customers are that the customers feel poorly treated and that the employee failed to solve the problem in a timely manner. Service Failure Recovery teaches that your goal should be to use these events as an opportunity to shine, not as problems to be swept under the rug.
- Recognize the benefits of seeking complaints.
- Identify the important elements of service recovery.
- Offer a meaningful apology.
- Decide how to handle each online complaint.
- Identify ways to anticipate potential service issues.
- Improve self-service options to minimize service failures.
- Look for Trouble
- Respond and Fix
- Handle Complaints on Social Media
- Follow Up Internally
Subscribe now and you can download, customize, and train your team today! You'll receive course files for virtual, classroom, and self-study training. Courses are ready to train or completely customizable. Your download will include:
- Virtual ILT version
- In-Person Classroom ILT version
- Self-study e-Learning version
- Facilitator Guide
- Participant Guide
- PowerPoint Presentation
- PowerPoint e-Learning Course
- Course Overview
- Learning Summary
- Learning Materials
- Action Plan
- Course Evaluation
About the Reproducible Training Library
This course comes from HRDQ's Reproducible Training Library (RTL), a collection of downloadable and customizable courses for virtual and classroom instructor-led training, plus self study learning. Each title includes you with digital document files for facilitator and participant materials provided in unlocked Microsoft Office format. You can download, customize, and deliver training today. The complete library includes more than 90 soft-skill training courses.
If you're interested in more than a handful of courses, we recommend you consider buying the Complete Collection for its greater number of courses and significantly reduced cost per course.
With the Complete Collection you also receive 4 new courses every year plus any revisions to existing titles, all at no additional charge. The Complete Collection puts a full soft-skills curriculum at your fingertips. The time saved on development and sourcing content from other providers alone is worth the cost of the subscription.
The RTL is a subscription product
Your purchase of RTL courses is a subscription license for use within your organization for one year. With your active subscription you may continue to use the RTL content. You'll also receive any updates to the content. Your subscription will renew automatically until you choose to cancel.
When making your purchase, choose the correct subscription. Your subscription is determined by your organization's total number of persons employed, not the number of persons you intend to train. Our pricing model makes the purchase price fair for different sizes of organizations. Note the RTL is not available for sale to training companies or consultants.
- Business License – Less than 5,000 employees
- Corporate License – Between 5,000-10,000 employees
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Your subscription license permits unlimited use of RTL content for one year from date of purchase per the terms of the EULA. Your subscription will automatically renew on the anniversary of your purchase. If you choose not to renew your subscription, all licensed content, including customized versions, must be deleted and all use discontinued.
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If you purchase single RTL titles and wish to upgrade to the Complete Collection, we'll credit your library purchase for single title purchases. Contact us for details.
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By purchasing the RTL you agree to the terms of the End User License Agreement (EULA). Review the terms of this agreement before making your purchase. The RTL is sold as an annual subscription for use by an organization for the training of its employees. The library may not be distributed, sold, shared, rented, or loaned. Digital content from HRDQ is not returnable.
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The RTL may not be purchased by consultants or training providers intending to use the content to train other organizations. Instead, training providers may direct their corporate clients to subscribe to the RTL through their unique HRDQ Affiliate Network link so the training provider receives a commission on the purchase. Training providers typically assist their client in customization and delivery of the content. The license to the content remains with the purchaser.
Contact us with your questions about this course or the entire Reproducible Training Library by calling us at 800-633-4533 or clicking the chat icon at the bottom right of this page.