Service Recovery and Retention Strategies Training Course
Course Overview
| Course Title | Service Recovery and Retention Strategies Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Center along Tala Road, Runda, Nairobi |
| Duration | TBA days |
| Target Industries |
|
| Target Job Roles |
|
| Course Fees (Face-to-Face) | TBA |
| Course Fees (Virtual) | |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview
This course provides comprehensive strategies for effective service recovery, turning negative experiences into opportunities for building stronger customer loyalty.
Course Duration
5 Days
Target Audience
-
Customer service representatives
-
Retention specialists
-
Team leaders and managers
-
Escalation handling teams
Personal Impact
-
Master service recovery techniques
-
Develop confidence handling difficult situations
-
Learn retention strategy implementation
-
Enhance problem-solving skills
Organizational Impact
-
Reduced customer churn
-
Improved customer retention rates
-
Higher recovery satisfaction scores
-
Increased customer lifetime value
Course Objectives
-
Implement effective service recovery frameworks
-
Develop retention strategies for at-risk customers
-
Master communication during service failures
-
Create proactive prevention systems
-
Measure recovery effectiveness
Course Modules
Course Outline
Module 1: Service Recovery Fundamentals
-
Principles of effective service recovery
-
Cost of poor service vs. recovery investment
-
Case study: Companies that excel at service recovery
Module 2: Recovery Communication Techniques
-
Empathetic communication during crises
-
De-escalation strategies
-
Role play: Handling angry customers effectively
Module 3: Retention Strategy Implementation
-
Identifying at-risk customers
-
Developing save offers and solutions
-
Workshop: Creating retention playbooks
Module 4: Root Cause Analysis and Prevention
-
Investigating service failures
-
Implementing preventive measures
-
Group project: Analyzing real service failure cases
Module 5: Measuring Recovery Success
-
Key recovery metrics and KPIs
-
Continuous improvement cycles
-
Case study: Successful retention program implementation
Course Administration
Methodology
Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation & Airport Transfer
Arranged upon request.For reservations contact the Training Officer:
Email: letstalk@techfordevelopment.com
Phone: (+254) 790 824 179
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.
Payment
Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to letstalk@techfordevelopment.com.
Related Courses
Course Reviews
Based on 0 participant feedback
No reviews yet for this course. Be the first to share your experience!
Write a Course Review
Please share your honest feedback below.