6
Feb 2020

Making it Right! The Ultimate Customer Service Recovery Strategy

Course Information

Start Date6 Feb 2020, Thursday
End Date6 Feb 2020, Thursday
Time09:00 am - 05:00 pm
Venue100 Orchard Road, Concorde Hotel Singapore
Fee$600 (Excluding GST) Inclusive of hotel buffet lunch, light refreshments and course materials
Contact6720 3333 (Ms Chye Fen) chyefen@asm.edu.sg
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Course Schedule

6 Feb 2020 (Thu) NEW

11 May 2020 (Mon)

11 Aug 2020 (Tue)

24 Nov 2020 (Tue)

(Click on the dates above to register online)

INTRODUCTION

Learn Customer Service Recovery Strategy and Techniques That Works: Fixing Broken Customers.

Fact: There is No Perfect World. Mistakes Do Happen

Despite our best effort to deliver quality customer services, things do go wrong, and customers do complain. It’s a fact of life that we must accept and anticipate.  When something goes wrong, customers would expect the company to take immediate action to rectify the situation. It can be an acknowledgement, an explanation, or compensation. Thus, it is important that every company needs to have a Service Recovery Strategy is a necessary part of keeping a brand’s reputation.

Fact: Unhappy Customers Accounts for 80% of Negative Word-of-Mouth

Don’t put your reputation on the line. Negative word-of-mouth have Adverse Impact on company’s reputation and future purchase intentions. Customers who switch from one company to another as a result of a dissatisfactory experience are more likely to engage in negative post-switching word-of-mouth behavior than those who switched purely due to price sensitivity. There can be greater long-term harm to a firm that fails to provide a client with satisfactory services; this may prevent the acquisition of future customers.  With the rise of social media, a mishandled bad customer’s experience can spiral out of control and damage the long-term branding of any business and may even put a company out of business.

Fact: Lack of Proper Service Recovery Strategy Will Send Your Customers to Your Competitors

In 2017, Ezbuy, failed to fulfil customers’ order due to logistical issues in year  Not only it failed to fulfil customers’ orders, it also failed to communicate promptly to the customers, due to overwhelming complaints, they took their live chat offline, stating that it was “under maintenance”. This incident caused tremendous unhappiness and resulted in over 10,000 customers switching to competing e-commerce platform.

1 Day Stress-Free Service Recovery Strategy Workshop

What do you do when problems occur? How do you respond to difficult or negative situations? The way we respond to problems or negative situations can mean the difference between losing a valuable customer or creating a customer for life! Be equip with proven service recovery skills and strategy that works. In this highly effective 1-day course, you will learn how to deal with service failures and customer complaints effectively by understanding the customers expectation, as well as their attitude towards customer service.  

Key Takeaways
  • Deal with customer dissatisfaction, especially during service failure
  • Enhance service recovery mechanisms
  • Effective Service Recovery Techniques to Win Over Angry Customers
  • Prioritize and focus on the top expectations of customers;
  • Common mistakes to avoid when addressing different scenario
  • Tips to Improve listening and empathy when diffusing a tense situation
  • Communicate more effectively with customers
  • Go beyond the call of duty how to improve service by closing service gap
Course Outlines
  • Expectation exercise
  • Introduction: the “PRE” – the front end before complaints or failure
  • Customer Service is an Attitude not a Department
    • Internal and External Customers
  • Customer Expectations
    • The 2 dimensions: rational and irrational
    • Focusing and Prioritizing the Top Expectations of Customers
    • Creating a Service Mission Statement to stay Focused
    • Handling objections, defuse conflicts and service recovery techniques
  • Listening Skills
    • Three Styles of Listening
    • Removing Obstacles to Listening
    • Techniques in asking Questions
    • Practicing Great Listening Habits
  • Communication Skills
    • How to bring customer on our side
    • The “Triple F” technique
  • Reflection and Discussion – Learning from one another
Who Will Benefit From This Course?
  • Senior officers and Executives, Managers, Customer Service Representatives handling customer’s feedback & recovery, frontline personnel or customer service personnel.
  • Professionals who work as Technical Support, Hot Line, or Help Desk
  • Operators, Receptionists, Administrative or Sales Assistants
  • Business Owners, CEOs and General Managers whom care about their business and seeking a holistic solution
  • Personnel in Customer Focused Organization
Training Methodologies

Active learning activities are included to allow participants to engage actively in the learning process. Besides that, leading the participants through these activities will enable better understanding on the customer service concepts. These active learning activities include:

  • Quizzes;
  • Group discussions;
  • Case studies;
  • Interactive storytelling;
  • Role plays;
  • Brainstorming.
Testimonials
“Straight to the point and comprehensive in his training. There are lots of discussions and room for clarifications with Andrew and with fellow participants to understand topics and learn how to apply the knowledge in the workplace.”

“Andrew always uses a lot of real life examples to put across the key concepts.”

“The trainer Andrew has many life experiences to share related to the training and kept his teaching very interesting and memorable.”

Trainer’s Profile

Service Recovery Expert: Andrew Cheah

Andrew Cheah has been a trainer and management consultant since 1991, specialising in the areas of performance management, productivity improvement, behavioural change and leadership. Andrew has trained clients from diverse industries such as in banking, insurance, hospitality, sales and distribution, manufacturing, food, property development, government/public services, and higher education. Being tri-lingual (English, Mandarin, and Malay Languages), Andrew has extensive regional exposure in Singapore, United Arab Emirates, Malaysia, China, Thailand, Indonesia and Vietnam. In addition to training, Andrew has guided and provided consulting services to clients, leading to one of them winning the prestigious Malaysian National Productivity Award presented by the previous Malaysian Prime Minister, Tun Dr. Mahathir.
Andrew has also been invited to speak in events such as International Conference on Best Practices, which was graced by senior officials from the Ministry of International Trade and Industry (MITI), sharing the stage with Professor Michael Gregory of the University of Cambridge, Mr Dieter Heyl (2007 Vice President of Mercedes Benz Malaysia), and Dr Marcus Chao, President of Lean China Enterprise Inc.

Andrew has an MBA degree qualification with the University of Portsmouth, UK. At the professional level, Andrew has a certificate in Blue Ocean Leadership Masterclass, as well as Leading Dimensions Profiling Trainer Certification (LDP certified). In addition to being a qualified ISO9000 assessor, his experience in international consultancy has also earned him a membership with the Association of Productivity Specialist in New York.