About this Event
For NTW Registration, kindly proceed your registration here:
https://nationaltrainingweek.gov.my/courseDetails?courseId=6311
I. Introduction to Customer Recovery
A. Importance of Customer Recovery in Restaurants
1. Impact of negative experiences on customer satisfaction
2. Value of turning complaints into opportunities for loyalty
B. The Psychology of Customer Recovery
1. Understanding customer emotions and expectations
2. Building trust and rapport through effective resolution
II. Preparing for Customer Recovery
A. Empowering Front-line Staff
1. Training staff to handle complaints professionally
2. Providing tools and guidelines for effective resolution
B. Establishing a Culture of Service Recovery
1. Leadership's role in promoting a customer-centric culture
2. Encouraging staff to take ownership of customer issues
III. Effective Complaint Handling Techniques
A. Active Listening and Empathy
1. Techniques for listening to and validating customer concerns
2. Demonstrating empathy and understanding towards upset customers
B. Apology and Acknowledgment
1. Crafting sincere apologies that address customer grievances
2. Acknowledging mistakes and taking responsibility for service failures
IV. Problem-Solving and Resolution
A. Assessing the Situation
1. Gathering relevant information to understand the issue fully
2. Identifying potential solutions and courses of action
B. Offering Solutions
1. Presenting options for resolving the issue to the customer
2. Collaborating with the customer to find a satisfactory resolution
V. Service Recovery Best Practices
A. Timeliness and Follow-up
1. Resolving issues promptly to prevent escalation
2. Following up with customers to ensure satisfaction and loyalty
B. Turning Complaints into Opportunities
1. Going above and beyond to exceed customer expectations
2. Transforming dissatisfied customers into loyal advocates
VI. Case Studies and Interactive Scenarios
A. Analysing Real-Life Examples
1. Reviewing case studies of successful customer recovery efforts
2. Extracting lessons learned and best practices from real-world scenarios
B. Interactive Role-Playing Exercises
1. Simulating customer complaints and recovery scenarios
2. Practicing complaint handling techniques in a safe and supportive environment
VII. Conclusion and Q&A
A. Recap of Key Learnings
1. Summarising the key strategies and techniques for effective customer recovery
2. Reinforcing the importance of a customer-centric approach in restaurant service
B. Open Q&A Session
Event Venue
Online
MYR 0.00
