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April 4, 2018


4 Weeks





Learn the seven steps to profitable service recovery and best practices for applying them. Through the best practices of leading companies and the research findings on this topic, you will discover why service recovery is important to organizations.

At the end of this course, you should be able to:

  • Define what service failure and service recovery represent from the customer’s point of view.
  • Explain why service recovery is important to organizations.
  • Understand and apply the steps in the service recovery process.
  • Determine how best to handle especially difficult and irate customers.
  • Explain why companies renowned for service excellence have recovering from service failures as an organization-wide priority.

  • This course is especially beneficial to people who are responsible for addressing or solving customer problems and complaints and people who manage service/support/complaint teams.