Service Recovery Strategies

Service Recovery Strategies will enable participants to understand how to best deal with service failures and customer complaints by understanding different customers’ expectations and how they respond to different service recovery actions. The course will also equip participants with necessary service recovery skills to manage service failures effectively.
Key Benefits to Participants
Each participant will learn:
·         Difference between useless service recovery process and effective service recovery program
·         Linking your service recovery program with your company vision and culture
·         Know the Elements of an Effective Service Recovery Strategy
·         Manage Service Failures Effectively
Key Benefits to the Company
The Company will gain:
  • Earn better customer and brand loyalty
  • Increase in repeat customers = increase sales revenues
  • Remove unnecessary process
Program Overview:
Module 1: Service recovery program- why is this important?
?       Grapevine effect: Who are the top two influencers amongst your customer profile?
?       Fact:  All companies / organizations will encounter problems.
?       Service recovery is about restoring trust and confidence in your ability as an organization to "get it right."
?       The Impact of Service Recovery Programs
Module 2: What not to do in your service recovery program
?       Business case sample
?       Identify missing elements
Module 3: Key elements of Service Recovery Strategies
?        Who is responsible in your company to implement Service Recovery Strategy?
?        Go beyond the quick fix- Ingredients to a complete Service Recovery Program for your company
?        Implementing service intervention – resources needed to set up service recovery program, guidelines for the organization
Module 4: Managing angry customers and own emotions
?       Communication chain concept
?       Communicate to win over angry customers
Module 5: Business success – the extra mile needed
?       Business case example of showing companies that went the extra mile
?       Leadership attributes to motivate your team
Who Should Attend:
This program is targeted managers who designs and directs actions after reviewing customer feedbacks. 
Know Your Sensei
Imelda T. Lim has over 20 years in leading and consulting operations for international and local corporations. Key accomplishments include being part of company expansion from 12 employees to 3,000 employees; and launching the operation teams in Philippines, China, US, Romania, and India. 
As part of a global strategy, she was able to get all her 9 managers Black Belt-certified to make Philippines the best in class site for process improvement. She has set up Shared Services business unit in the Philippines for the benefit of global offices. She has substantially helped improve sales revenues through operation audit and has created measurement points.
Her personal business venture is to digitize her 78-year-old mom’s food delivery business covering fourth generation recipes. Her mom was featured in ANC Local Legends TV, Esquire Magazine, ABS CBN, and Phil Starweek.
She earned her Master’s degree in Business Administration from the Asian Institute of Management and her Bachelor of Science in Commerce major in Legal Management from De La Salle University. She is also a Certified Prince2 Fundamentals. On top of her professional work, she is also an active volunteer at Victory Makati Kids Church. She also supports the Youth Campus and Chiang Kai Shek Section 4 Batch ‘88 retired teacher program.