Align service recovery strategy with the wider objectives of the commercial team rather than optimising it in isolation.
Designing Service Recovery Strategies After Negative Experiences
A senior-level treatment of service recovery strategy, focused on what changes outcomes.
📍 Cairo🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Discounting solves a problem in service recovery strategy today and creates a larger one next quarter. A message about this strand of marketing and commercial practice that tries to reach everyone reaches nobody. Improvement in this part of marketing and commercial practice stalls when it depends on one capable individual rather than a defined method. The content is relevant to those who own service recovery strategy and to those who are held accountable for its results. Each session closes with a decision the participant must justify about the marketing and commercial practice capability in their own setting. The programme converts this part of marketing and commercial practice from an area of general awareness into a set of repeatable practices. The course leaves participants able to diagnose weaknesses in service recovery strategy before they become incidents. The most reliable predictor of sound the wider marketing and commercial practice agenda is whether anyone reviews it when nothing has gone wrong. Participants leave with a plan for this strand of marketing and commercial practice sized to what their organisation can realistically absorb.
Expected Learning Outcomes
Build the reporting on service recovery strategy that supports a spending decision.
Define the audience for service recovery strategy precisely enough to exclude people.
Compare the organisation's handling of service recovery strategy with recognised practice, and close the material gaps.
Plan expansion of service recovery strategy into new segments or markets deliberately.
Assign clear ownership for each element of service recovery strategy across the functions involved.
Align marketing and sales handover within service recovery strategy so leads are not lost.
Who Should Attend
Agency and consultancy staff supporting clients on service recovery strategy.
Account managers responsible for retention within service recovery strategy.
Newly appointed managers taking on service recovery strategy for the first time.
Managers in small and medium organisations who own service recovery strategy alongside other duties.
Commercial analysts measuring performance of service recovery strategy.
Business development managers pursuing opportunities in service recovery strategy.
Course Modules
Service recovery strategy: the customer journey and decision points
2 sessions · 8 pointsSession 1Protecting the brand while hitting targets on service recovery strategy
- Establish what evidence demonstrates service recovery strategy is under control.
- Assign responsibility for keeping documentation of service recovery strategy current.
- Choose the next segment for service recovery strategy and state why it is next.
- Review whether service recovery strategy is aligned with the objectives of the commercial team.
Session 2Closing out service recovery strategy and capturing what was learned
- Set the review interval for service recovery strategy and who attends.
- Check that records of service recovery strategy answer the questions likely to be asked.
- Prepare the summary of service recovery strategy that senior management will read.
- Write the positioning claim for service recovery strategy and test whether a competitor could say it too.
Service recovery strategy: qualification and pipeline discipline
2 sessions · 8 pointsSession 1Measuring service recovery strategy when attribution is imperfect
- Set objectives for service recovery strategy in revenue terms with a timeframe.
- Close out actions on service recovery strategy rather than leaving them open indefinitely.
- Map the decision journey for service recovery strategy and mark where the choice is actually made.
- Build the report on service recovery strategy that answers whether to spend more or less.
Session 2Reviewing service recovery strategy when nothing has gone wrong
- Confirm that reporting on service recovery strategy reaches the people who can act.
- Script the three most common objections in service recovery strategy and the responses.
- Define acceptance criteria for service recovery strategy in advance.
- Build the content that answers the buyer's real question about service recovery strategy.
Service recovery strategy: audience definition and segmentation
2 sessions · 8 pointsSession 1What has to be agreed before work on service recovery strategy starts
- Verify six months later that changes to service recovery strategy have held.
- Identify where judgement in service recovery strategy is legitimate and where it is not.
- Select channels for service recovery strategy based on evidence, then cut the rest.
- Decide what will be stopped to create capacity for service recovery strategy.
Session 2Where the buyer actually decides on service recovery strategy
- Compare cost of acquisition against value in service recovery strategy.
- Set the discount authority for service recovery strategy and require justification.
- Define qualification criteria that disqualify quickly in service recovery strategy.
- Build the competence framework that supports service recovery strategy.
Service recovery strategy: objection handling and negotiation
2 sessions · 8 pointsSession 1Testing the message on service recovery strategy before spending
- Benchmark the organisation's service recovery strategy against comparable operations.
- Structure pricing for service recovery strategy against perceived value.
- Set out how exceptions to service recovery strategy are requested and approved.
- Review whether short-term tactics on service recovery strategy are damaging the brand.
Session 2Qualifying out of service recovery strategy early and without guilt
- Document the sales process for service recovery strategy so a new joiner can follow it.
- Test creative for service recovery strategy at small scale before full commitment.
- Agree the attribution model for service recovery strategy and state its known limits.
- Map the handovers in service recovery strategy between functions and secure them.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
We will contact you within one business day to confirm.