SRCREService Recovery and Client Retention Excellence
Rating:
English
Advanced
Face to Face
Instructor-Led Training
(F2F-ILT)
Virtual
Instructor-Led Training
(V-ILT)
COACHING
& MENTORING
(C&M)
Self-Paced
Learning
(SPL)
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Course Overview
Service Recovery and Client Retention Excellence is built around a high-stakes moment: a major client is furious after a service failure, has not yet cancelled, and what happens in the next forty-eight hours will decide whether they do. The course builds service recovery, de-escalation, and retention conversation design specifically for this kind of high-pressure situation. Delegates leave with a
Key Takeaways
1
De-escalate an angry client conversation without conceding unnecessary ground
2
Design a retention conversation structured to rebuild trust, not just apologize
3
Reset client expectations honestly without over-promising to save the relationship
4
Rebuild trust with a client for the long term following a genuine failure
5
Apply a customized recovery playbook to your own real client situations
Certifications
LEORON - Professional Development Institute
LEORON is the leading corporate training and EdTech company in the EMEA region, with the most comprehensive learning and development solutions in all strategic corporate functions, including Corporate Finance, HR, Procurement and SCM, Technology, Quality, Operations and Engineering. Through instructor-led sessions, in-company training, and coaching, our faculty of experts deliver over 1200+ programs annually, while 25,000+ professionals are equipped with up-to-date relevant education and the latest tech solutions across the EMEA region.We help our valued clients with a wide range of services, including Training Needs Analysis, Competency Development and Assessment, and custom-built e-Learning solutions that cater to specific industries and knowledge areas.LEORON mission remains boosting competitiveness of our clients worldwide through continuous learning, while we strive to achieve our vision of becoming the best quality corporate training and EdTech Company in the EMEA and the world.Whether our clients are facing difficulties re-organising their brand, equipping their workforce with an extra set of skills or aiming to assess competencies within an existing structure, our development planning is a great solution.LEORON’s mission is to help our worldwide clients boost their competitiveness by improving the competency levels of their employees, through top quality training and development solutions delivered by unrivaled global experts and facilitated by the best training managers in the industry.
Course Outline
1. The critical first hours after a service failure
2. De-escalation technique for an angry client
3. Designing a retention conversation that rebuilds trust
4. Resetting expectations without over-promising
5. Rebuilding trust for the long term, not just the immediate crisis
6. Building your recovery playbook for your own client base
Who Should Attend?
This course is aimed at account managers, customer success, and client-facing professionals who need to manage the critical hours immediately after a service failure. It suits anyone currently managing an at-risk client relationship following a genuine service issue.
FAQ
Who should attend this course?
Account managers, customer success professionals, and anyone in a client-facing role who handles service recovery situations.
What is the recovery playbook?
A situation-specific script and escalation-path guide delegates customize for their own client base during the program.
Is this course only for major client crises?
The techniques scale to the situation, though the course is framed around the highest-stakes version of a service recovery conversation.