Customer Service: Designing an effective service recovery strategy


How we recover from a customer service mistake can make or break our relationships with our customers. In the customer service field, an effective service recovery strategy can turn a negative experience into a positive one. This programme will equip participants with the ability to understand the relationship between customer expectations and service recovery actions and recognizing the elements of an effective service recovery strategy to manage service failures effectively.

• Identify the various types of service delivery failures.
• Develop service recovery techniques and skills, and learn how to put service recovery procedures into actions.
• Understand customer complaint behaviours and the Service Recovery Paradox.
• Learn how to effectively communicate to win over “angry” customers and understand how to manage your emotions and that of your customers.

Target Audience

Managers, Supervisors, Team Leads of customer service, branches or support units



Class Size

15-18 persons


Two (2) 3-hour sessions (Virtual)/ 1 day (classroom)

Delivery Method

Virtual Instructor Led/ Classroom