Customer Service Recovery and Compensation
How an organisation responds after failing a customer determines whether that customer stays. This course covers acknowledging failure, deciding remedy and giving frontline staff authority to fix things quickly.
Course outline
What this programme covers, module by module.
- 01What happens to loyalty after a service failure
- 02Acknowledging failure without grovelling
- 03Deciding remedy proportionate to the failure
- 04Compensation, goodwill and where it backfires
- 05Delegated recovery authority for frontline staff
- 06Recovering the relationship, not just the transaction
- 07Learning from recovery cases and preventing recurrence
What you will gain
- Recognise the moments where recovery matters most
- Acknowledge failure without excessive apology
- Decide remedies proportionate to the failure
- Set and delegate recovery authority to frontline staff
- Recover the relationship as well as the transaction
- Learn from recovery cases to prevent recurrence
Who should attend
- Customer service managers and staff
- Contact centre team leaders
- Frontline and branch staff
- Complaints and quality teams
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 3 Nov 2026 | London | 2 Days | US$1,100 | |
| 23 to 24 Nov 2026 | Dubai | 2 Days | US$1,100 | |
| 7 to 8 Dec 2026 | Pretoria | 2 Days | R10,000 | |
| 11 to 12 Jan 2027 | Durban | 2 Days | R10,000 | |
| 25 to 26 Jan 2027 | Cape Town | 2 Days | R10,000 | |
| 5 to 6 Apr 2027 | Johannesburg | 2 Days | R10,000 | |
| 14 to 15 Jun 2027 | London | 2 Days | US$1,100 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R10,000 per delegate
- Duration
- 2 Days
- Field
- Sales, Marketing & Customer Service
- Formats
- In-house, public, online
More in Sales, Marketing & Customer Service
Consultative Selling and Solution Sales
Buyers respond less to product pitches and more to sellers who understand their problems. This course develops a consultative approach that uncovers needs and shapes tailored solutions. Delegates practise questioning, listening, and building value throughout the sales conversation.
Key Account Management and Growth
A small number of important customers often account for the bulk of revenue and future growth. This course shows how to manage and grow those key accounts through planning and strong relationships. Participants build account plans and strategies to defend and expand their most valuable business.
Digital Marketing Strategy and Execution
Reaching customers now means orchestrating a mix of search, social, content, and paid channels. This course builds a practical understanding of how to plan and run digital marketing that supports business goals. Delegates learn to set objectives, choose channels, and measure results.