Course Overview

Course Outline

Module 1: The Trust Deficit After Service Failures

• Defining trust and its role in customer relationships

• Why customers lose trust during service failures

• The cost of broken trust to organizations

• Case Study: Real-world example of a company losing vs. regaining trust

Module 2: Customer Emotions and Trust Dynamics

• Emotional responses to poor service

• Rebuilding relationships through empathy and active listening

• Using emotional intelligence in customer interactions

• Exercise: Role-play on handling angry or disappointed customers

Module 3: Communication as a Trust-Building Tool

• Apologizing effectively and sincerely

• Framing recovery conversations for credibility

• Transparency and honesty in explaining failures

• Case Study: Effective vs. ineffective recovery communication

Module 4: Trust Recovery Models and Frameworks

• The Service Recovery Paradox in action

• TRUST and HEART frameworks for customer reassurance

• Practical application of trust-building models

• Workshop: Applying frameworks to real service failure scenarios

Module 5: Organizational Systems to Rebuild Trust

• Designing trust-focused complaint handling procedures

• Escalation processes that restore customer confidence

• Integrating recovery into CX strategy

• Practical Exercise: Building a trust recovery escalation map

Module 6: Proactive Trust Management

• Identifying early warning signals of trust erosion

• Customer feedback and surveys as trust monitoring tools

• Building preventive strategies into service design

• Case Study: How proactive service recovery prevented customer loss

Module 7: Trust, Risk, and Compliance

• Regulatory and compliance expectations for handling complaints

• Ethical considerations in rebuilding trust

• Balancing compliance with genuine customer care

• Exercise: Drafting a compliant, trust-oriented service recovery plan

Module 8: Measuring Trust Recovery Success

• Trust-related KPIs and metrics (loyalty, CSAT, NPS, repeat business)

• Tracking trust-building efforts with Power BI/Excel dashboards

• Using data to continuously improve trust recovery processes

• Workshop: Building a customer trust measurement scorecard

Module 9: Digital Trust-Building in a Connected World

• Restoring trust on social media and digital platforms

• Managing online reviews and public complaints

• Using AI, chatbots, and digital tools for trust-building interactions

• Case Study: Digital trust recovery after a viral complaint

Module 10: Capstone Project – Designing a Trust Recovery Strategy

• Group project: Developing a comprehensive customer trust recovery plan

• Presentations and peer review

• Action plans for implementation in participants’ organizations