Customer Experience Excellence: From Service Recovery to Customer Loyalty

7 July 2027 | Onsite at Novel Hotel Manila, 8:00AM to 5:00PM | Php5,200.00

Learn how to handle complaints, de-escalate difficult interactions, and recover customer trust when service expectations are not met. Develop practical strategies for resolving recurring issues, improving service processes, and turning customer feedback into stronger loyalty.

Training Objectives:

At the end of this training, participants are expected to:

  • Apply a four-step service recovery model in two (2) role-plays

  • Design an escalation path for one (1) recurring complaint

  • Define two (2) customer experience indicators to track

Target Participants: Frontliners, CSRs, CX and service managers

Topics:

  1. Customer experience and loyalty drivers

  2. Complaint handling and de-escalation

  3. Service recovery and escalation

  4. Journey improvement and feedback loops

  5. CX metrics and action planning

Inclusions:

  • e-Certificates | Digital Handouts

Recommended to be taken with a series of complementary programs that includes:

  • Customer-centric Mindset: Building a Culture of Service Excellence

  • Confident Communication: Assertive Interpersonal Communication at Work

  • High-Impact Coaching & Mentoring: Driving Performance through Conversations

click here to enroll