Course Overview

Course Outline

Module 1: Introduction to Service Recovery

• Defining service recovery and its importance

• Understanding the cost of poor service recovery

• Service recovery as a loyalty-building tool

• Case Study: Successful service recovery examples

Module 2: Customer Psychology in Service Failures

• Emotional impact of service failures on customers

• Customer expectations and tolerance thresholds

• Trust and relationship rebuilding techniques

• Case Study: Emotional intelligence in service recovery

Module 3: Service Recovery Models and Frameworks

• The Service Recovery Paradox

• LEARN and HEART models for recovery

• Aligning service recovery with CX strategies

• Practical Exercise: Applying recovery models in role-play scenarios

Module 4: Communication Skills for Service Recovery

• Apology strategies and sincerity in communication

• Managing difficult conversations with customers

• Tone, empathy, and professionalism in recovery dialogue

• Case Study: Communication failures and lessons learned

Module 5: Designing Organizational Recovery Systems

• Mapping common service failures

• Building escalation protocols and reporting structures

• Cross-department collaboration in service recovery

• Workshop: Designing a service recovery framework

Module 6: Proactive Service Recovery

• Anticipating failures before they escalate

• Customer feedback systems and early-warning signals

• Using technology for proactive interventions

• Case Study: Proactive recovery through digital monitoring tools

Module 7: Risk and Compliance in Service Recovery

• Regulatory requirements for complaint management

• Internal controls for risk reduction

• Balancing compliance and customer satisfaction

• Exercise: Drafting compliant service recovery documentation

Module 8: Measuring Service Recovery Success

• KPIs and metrics for service recovery

• Customer Satisfaction (CSAT), NPS, and First Contact Resolution (FCR)

• Linking recovery data to performance dashboards

• Practical Session: Designing recovery scorecards with Excel/Power BI

Module 9: Service Recovery in the Digital Era

• Social media complaints and online reputation management

• Omni-channel recovery strategies (chat, email, voice, social)

• Using AI/chatbots for service recovery support

• Case Study: Managing a viral complaint online

Module 10: Capstone Project – Service Recovery Strategy Design

• Team-based project on creating a full service recovery plan

• Presentations and peer reviews

• Final action plan for implementation in participants’ organizations