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In this online course, you will gain a deep understanding of service failure, service recovery strategies, and service recovery metrics. You will learn how to effectively communicate with customers, handle complaints, and analyze customer feedback to improve service quality. Additionally, you will explore the role of organizational culture, employee training, and customer retention strategies in service recovery. By the end of this course, you will have the skills and knowledge to successfully recover from service failures and turn dissatisfied customers into loyal advocates.
Here is the course outline:
1. Introduction to Service RecoveryLet's embark on a journey where we explore the uncharted territories of service failure. It's like a detective novel, where the culprit is dissatisfaction and our weapon of choice is understanding. In this introductory module, we will learn how to identify service failures and understand their impact. 5 sections
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2. Mastering the Art of Service RecoveryImagine being a skilled magician, turning a disgruntled audience into astonished fans with a wave of your wand. This module will be your magical guide, teaching you various service recovery strategies, how to handle complaints effectively, and how to use customer feedback as a source of continuous improvement. 5 sections
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3. Service Recovery: The EpilogueIn the final act of our narrative, we will take a step back to look at the bigger picture. Like a wise sage, we will discuss the importance of an organizational culture that fosters service recovery, and how to retain customers with effective strategies. We will also learn how to measure our success in service recovery, marking the end of our journey. 6 sections
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