From time to time service failures occur, its how your staff and business deals with customer complaints that makes all the difference. Learn how to embrace a complaints as an opportunity culture. A concept the Service Recovery Paradox identifies that if a complaint is handled well the customer can be more satisfied than if nothing had gone wrong!

Learning Objectives:
1. Understand what is service recovery and the Service Recovery Paradox.
2. Understand The Customer Complaint Iceberg.
3. Learn about 10 service recovery tactics.

Learning Outcomes:
1. Develop and implement an effective service recovery process for your business.
2. Minimise negative social media reviews from dissatisfied customers.
3. Drive repeat business, customer loyalty, and positive word of mouth promotion.

This Business Connect event is funded by the NSW Government
#NSWBusinessConnect