Service Recovery & Retention Training Course

Customer Service Training Coursesdpc_image
Service Recovery & Retention Training Course
Duration One Week
Price £4100.00
Language English/Arabic

In today’s highly competitive market, customer loyalty is not built on products or prices alone—it is shaped by service excellence and how effectively organizations respond when things go wrong. The Service Recovery & Retention Training Course, offered by The Dubai Premier Training Centre, is designed to equip participants with advanced skills to turn dissatisfied customers into loyal advocates.

This course emphasizes practical strategies to handle complaints, manage service failures, and rebuild trust quickly and effectively. Participants will explore methods to enhance retention by strengthening customer relationships, ensuring that negative experiences are transformed into opportunities for lasting engagement.

Through real-world case studies, role plays, and interactive exercises, attendees will learn how service recovery strategies directly influence brand reputation, customer satisfaction, and organizational growth. By the end of the program, participants will not only understand the principles of service recovery but also master techniques to foster loyalty in an era where customer expectations are constantly evolving.

Course Objective

By the end of the Service Recovery & Retention Training Course at The Dubai Premier Training Centre, participants will be able to:

  • Understand the psychology behind customer dissatisfaction and complaints.

  • Apply proven frameworks to manage and resolve service breakdowns.

  • Develop effective communication skills to handle challenging situations.

  • Transform negative experiences into opportunities for customer retention.

  • Build organizational resilience by embedding service recovery culture.

  • Align service recovery strategies with long-term business growth.

    This training course is designed for:

    • Customer service managers and supervisors.

    • Frontline staff in retail, hospitality, healthcare, and banking.

    • Quality assurance and customer experience professionals.

    • Sales and marketing teams seeking to strengthen client retention.

    • Business leaders aiming to embed service excellence across their organizations.

Course Module

The Service Recovery & Retention Training Course at The Dubai Premier Training Centre covers the following key modules:

  1. Introduction to Service Recovery

    • Understanding service failure and customer perceptions.

    • Linking service recovery to brand reputation.

  2. Customer Psychology & Emotional Intelligence

    • Identifying emotional triggers in service breakdowns.

    • Using empathy to resolve complaints effectively.

  3. Service Recovery Models and Frameworks

    • The LEARN model, HEART model, and other best practices.

    • Applying structured approaches to real-life situations.

  4. Communication Skills for Recovery

    • Active listening and conflict resolution techniques.

    • Delivering sincere apologies and effective follow-ups.

  5. Retention Strategies

    • Turning dissatisfied customers into loyal advocates.

    • Loyalty programs and relationship management techniques.

  6. Organizational Integration

    • Building a culture of accountability and recovery.

    • Measuring service recovery performance and KPIs.

  7. Practical Workshops & Role Plays

    • Case studies from leading industries.

    • Group simulations to apply learned skills.