Service Recovery: Turn Complaints into Loyalty
Customer Experience & Service Recovery: leave with a complaint-handling flow, empathy response templates and a root-cause review log.
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Suggested mentor
Ajay Singh
Founder, Brand with Ajay · brandwithajay.com
About mentor & skills Visit siteBrandWithAjay
About the suggested mentor
Ajay Singh
Founder, Brand with Ajay · brandwithajay.com
Ajay Singh connects brand positioning, marketing and reputation with the business question behind them. BrandWithAjay helps learners make their value easier to understand and build clear messages, useful content and a consistent brand presence.
Skills & expertise
- Brand Positioning
- Personal Branding
- LinkedIn Content
- Marketing Strategy
- Visual Identity
- Reputation Building
A suggested match for this topic. The trainer and session details will be confirmed when the webinar is scheduled.
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What this session would cover
Proposed outline — the mentor finalises the agenda once this topic is scheduled.
- 1Why customer experience & service recovery matters — the common problem: Complaints are answered, but the root cause is never fixed, so they keep repeating.
- 2Core concepts in plain language: Complaint management, grievance handling, response empathy, escalation processes, resolution ownership, service recovery
- 3Going further: root-cause analysis, corrective action, refund communication, follow-up, customer feedback loops, recurring-problem prevention
- 4Framework walkthrough: Stakeholder Mapping, Paid–Earned–Shared–Owned Media, AMEC Integrated Evaluation Framework
- 5Practical workflow, built live: A complaint-handling flow, empathy response templates and a root-cause review log.
- 6How to measure it: Complaint resolution, Repeat complaints, Understanding, Message acceptance
- 7An illustrative case (a fictional example, not a client result), then live Q&A on your own situation
Who it's for
- • Founders and leadership teams
- • PR, communications and customer-experience teams
- • Marketing managers responsible for brand trust
You'd leave with
- A complaint-handling flow, empathy response templates and a root-cause review log.
- A working understanding of Stakeholder Mapping and Paid–Earned–Shared–Owned Media
- A short list of measures to track: Complaint resolution, Repeat complaints, Understanding
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