Scribd
Upload
67 views

Course Outline - Service Recovery and Retention

This course aims to teach participants how to effectively recover from service failures, retain customers, and prevent future issues. The course covers identifying the root causes of service problems, communicating with unhappy customers, developing service guarantees, and measuring retention strategies. Participants will learn recovery techniques, create prevention plans, and develop personal action items to apply the skills.

Uploaded by

kamilrohman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
67 views

Course Outline - Service Recovery and Retention

This course aims to teach participants how to effectively recover from service failures, retain customers, and prevent future issues. The course covers identifying the root causes of service problems, communicating with unhappy customers, developing service guarantees, and measuring retention strategies. Participants will learn recovery techniques, create prevention plans, and develop personal action items to apply the skills.

Uploaded by

kamilrohman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 3

Course Title: Service Recovery and Retention

Course Description: This course is designed to provide participants with the skills and knowledge
needed to effectively recover from service failures and retain customers. Participants will learn how to
identify the root causes of service failures, communicate effectively with customers, and develop
strategies for retaining customers and preventing future service failures.

Course Outline:
Introduction to Service Recovery and Retention
• Understanding the importance of service recovery and customer retention
• Identifying the costs of service failures and lost customers
• Defining service recovery and retention strategies

Identifying Service Failures


• Understanding the root causes of service failures
• Identifying common service failures in different industries
• Developing a service failure prevention plan

Effective Communication with Customers


• Verbal and non-verbal communication skills for service recovery
• Empathy and active listening skills for effective communication
• Managing difficult customer situations, such as angry or upset customers.

Service Recovery Techniques


• Strategies for restoring customer satisfaction and confidence after a service failure
• Providing prompt and effective service recovery solutions
• Managing customer expectations and addressing customer needs

Service Guarantees and Service Level Agreements (SLAs)


• Understanding the importance of service guarantees and SLAs
• Developing and communicating service guarantees and SLAs
• Measuring and improving service levels to meet customer expectations

Customer Retention Strategies


• Understanding the importance of customer retention
• Developing customer retention strategies and tactics
• Building customer loyalty and advocacy

Measuring Service Recovery and Retention Effectiveness


• Understanding the metrics for measuring service recovery and retention effectiveness
• Implementing a customer feedback and tracking system
• Evaluating and improving service recovery and retention processes

Conclusion and Action Plan


• Reviewing key concepts and skills
• Creating an action plan for implementing effective service recovery and retention strategies
• Developing a personal development plan for ongoing improvement

This course can be customized to the specific needs of the organization and can be delivered in a
classroom setting, online, or a blended format. Practical exercises and case studies can be included
to enhance the learning experience. The course can be delivered over a period of several days or
weeks, depending on the specific needs of the participants and the organization.
TRAINER PROFILE
Name: MOHAMAD KAMIL BIN ROHMAN
Contact Information: 017-6624262 / 011-13011619

Email: [email protected]
Phone: 03-33720245
Address: 42, Jalan Demang 7, Taman Shahbandaraya 41000 Klang Selangor

Summary:
Experienced Corporate Trainer with over 6 years of experience in delivering training programs and
workshops for diverse groups of employees. Skilled in developing and delivering engaging training
materials, facilitating group discussions, and conducting assessments to evaluate training
effectiveness. A passion for helping employees grow and develop professionally, and a strong
commitment to providing exceptional customer service.

Key Skills:

• Training Delivery: Experience in delivering training programs and workshops, using a variety
of instructional techniques and multimedia aids to engage learners.
• Training Design: Ability to design and develop training materials, including presentations,
workbooks, and online resources.
• Facilitation: Skilled in facilitating group discussions, managing group dynamics, and ensuring
active participation from all learners.
• Assessment and Evaluation: Knowledge of assessment and evaluation methods, including
pre- and post-training assessments, surveys, and feedback mechanisms.
• Customer Service: Committed to providing exceptional customer service, responding to
customer needs, and maintaining strong relationships with stakeholders.
• Communication: Excellent verbal and written communication skills, able to communicate
effectively with individuals at all levels of an organization.
• Time Management: Ability to prioritize tasks, manage multiple projects, and meet tight
deadlines.

Work Experience:
• Ikhtiar Muda Enterprise – Project Manager
• ID Industries Sdn Bhd – Project Manager
• Sportathlon (M) Sdn Bhd – Consultant
• Jatomi Fitness (M) Sdn Bhd – Senior Consultant
• Kamen Twintech – Commercial Manager
• Wak Reja Katz Entertainment – Commercial Manager
• Directive Training International Sdn Bhd – Director of Sales & Marketing
Training Experience:
List of Client’s Conducted
Ajinomoto (M) Sdn Bhd January 2016
Tamadam Industries Sdn Bhd March 2016
Vesuvius Malaysia Sdn Bhd April 2016
Kawasaki Motors (M) Sdn Bhd September 2016
Ohta Precision (M) Sdn Bhd November 2016
Dailycom Sdn Bhd December 2016
The Chicken Rice Shop Sdn Bhd January to December 2017
Majlis Daerah Kuala Selangor November 2017
Vesuvius Malaysia Sdn Bhd July 2017
Majlis Perbandaran Subang Jaya April 2018
CAO Industries Sdn Bhd August 2018
Kuala Lumpur International Hotel August to December 2018
Kuala Lumpur International Hotel January 2019
3-point 8 art & Creative Sdn Bhd July 2019
Motosikal dan Enjin Nasional Sdn. Bhd (Modenas) August 2019
Gas Pantai Timur Sdn Bhd September to November 2019
IRR Sdn Bhd (Ippudo Ramen) September to October 2019
Trimode System (M) Berhad September 2019
Ministry of Home Affairs September 2019
Omnimetric Technologies Sdn Bhd December 2021
Trimode System (M) Berhad August 2022
Islamic Tourism Centre Malaysia November 2022
And many more

Roles as Corporate Trainer:


• Collaborated with subject matter experts and department managers to identify training needs
and develop customized training programs.
• Designed and delivered training programs and workshops for employees in various
departments, including operations, finance, and human resources.
• Developed and updated training materials, including presentations, workbooks, and online
resources.
• Facilitated group discussions and activities to encourage active participation and ensure
learners retained information.
• Conducted assessments and evaluations to measure the impact of training programs on
employee performance.
• Provided support and guidance to employees and maintained strong relationships with
stakeholders.
• Worked closely with department managers to identify training needs and develop customized
training programs.
• Responded to customer inquiries, provided support and guidance, and maintained strong
relationships with stakeholders.

Education:
• Diploma of Accounting in Accounts, Universiti Teknologi MARA, Seri Iskandar, Perak
• Master of Business Management in Administration & Business Management, University of
Malaysia Pahang, Pahang

You might also like