Building Service Recovery System

for more details please contact us at " " or mobile 00905345799999 Best practice” in service recovery has been well documented in the past 20 years and is familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their companies cannot respond to and fix recurring problems quickly enough. We therefore explore the apparent gap between best and actual practices in service recovery management. We summarize best practice principles— which we categorize as process recovery, employee recovery, and customer recovery—then illustrate how the tensions among those three discipline-based approaches inhibit a firm’s ability to implement a cohesive service recovery strategy. Successful service recovery management instead requires top management commitment to integration around a “service logic,” fitted to shared values and strategy, as reinforced by the seamless collection and sharing of information and recovery metrics and rewards. This integration can yield “best practice” in service recovery management which research indicates will lead to higher customer satisfaction, higher customer loyalty, and higher profitability.

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Per participant 4500 USD
(including coffee breaks and a buffet lunch daily)

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+90 212-2256636

European Business Center for Training and Development has been founded in Middle east since 1999 to provide a high quality training and consultation services in the region.We provide public and specialized in-house training courses delivered in a manner that builds lasting partnerships, to meet the complex needs of business growth.


+90 212-2256636
+90 534-5799999
+90 212-2256994
+90 534-5799999
Cumhuriyet Cd. No:38 Taksim, Şişli, Istanbul

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