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EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
Sales, Marketing & Customer Service

Customer Service Recovery and Compensation

Duration
2 Days
Delivery
In-house, public or online
From
R10,000 per delegate
Certificate
On completion
Course overview

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.

What you will be able to do
  • 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
Course outline
01
What happens to loyalty after a service failure
02
Acknowledging failure without grovelling
03
Deciding remedy proportionate to the failure
04
Compensation, goodwill and where it backfires
05
Delegated recovery authority for frontline staff
06
Recovering the relationship, not just the transaction
07
Learning from recovery cases and preventing recurrence
Upcoming public sessions
DatesVenueDurationFee per delegate
2 to 3 Nov 2026London2 DaysUS$1,100
23 to 24 Nov 2026Dubai2 DaysUS$1,100
7 to 8 Dec 2026Pretoria2 DaysR10,000
11 to 12 Jan 2027Durban2 DaysR10,000
25 to 26 Jan 2027Cape Town2 DaysR10,000
5 to 6 Apr 2027Johannesburg2 DaysR10,000
14 to 15 Jun 2027London2 DaysUS$1,100
Fees exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote

Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.

EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673  ·  training@eubiz.co.za
68 Sunstone Street, Germiston, 1401  ·  eubiz.co.za