Service Recovery Strategies

by Samantha Sim

Why You Should Attend This Course

Many organisations have customer satisfaction as a key performance target. It is practically impossible to achieve the “zero-defects” all the time. Things do go wrong at times. Some service failures and customer dissatisfaction is almost inevitable in our real world. If service lapses are almost inevitable, then it is crucial that organisations have proper service recovery strategies to win over upsetting customers. For there is growing body of evidence in consumer research to suggest that service recovery can generate customer satisfaction and loyalty as well as positive word-of-mouth advertising. A poor service on the other hand can result in negative customer experience, leading to complaints and have impact on customer’s decision on repurchase.

This one day course on Service Recovery Strategies will enable participants to understand how best to deal with service failures and customer complaints by understanding different customers expectations & how they respond to different service recovery actions. The course will also equip participants with necessary service recovery skills to manage service failures effectively.

  • Understand the relationship between Customer Expectations & Service Recovery Actions
  • Know the Elements of an Effective Service Recovery Strategy
  • Manage Service Failures Effectively
  • Customer Satisfaction & Expectations of Technology-Based vs Non-Technology Based Services

  • Types of Service Delivery Failures

  • Understanding the Customer Complaint Behaviour

  • The Service Recovery Paradox

  • Service Recovery Techniques & Skills

  • Putting the Service Recovery Procedures into Actions

  • Understand and Manage Customers’ & Own Emotions

  • Communicate to Win Over Angry Customers

Executives or personnel handling customer’s feedback & recovery programme, frontline personnel or customer service personnel.


Class size for public run: 12-15 (assuming all are from different companies)

Samantha Sim brings with her a solid background in modern learning concepts and techniques.  She has over 25 years of experience working with business professionals, corporations and government agencies in various industries.  Her strengths lie in customer service, teambuilding, personal effectiveness and image management.  She has partnered corporations like Raffles Hotel, Banyan Tree, Frasers Hospitality, IATA, SIA, Far East Organization, Aspire, Bosch, Unilever, Union Bank, Starbucks, Performance Motors, BMS (China), Union Bank (Manila), International SOS, Russian Railways, Pat’s School House, PSA, Raffles Medical Group, Khoo Teck Puat Hospital, Singhealth, ST Engineering group and others, effectively improving their performance in targeted areas ST Engineering group, Busybees Asia, Seager Inc. For all her workshops, she prides herself in customizing the learning activities to unlock potential & grow learning individuals. She knows there is a big difference between training and learning: Learning requires repeat practice, spread over time, to transform the learned concepts into skills that enable the learner to use the new knowledge smoothly in one’s own work environment.  With that strong belief, she often injects on-the-spot practical, relevant activities that not only makes learning fun and exciting but also for easy transfer of learning.  In her previous appointment with Singapore Airlines (SIA), Samantha was responsible for professionalizing a team of 800 cabin crew members committed to SIA Cabin Crew Training Vision of developing service professionals of distinction within a learning culture. Drawing upon 10 years of multicultural experience in the airline industry, she continues to innovate and improve, offering training & consultancy services. She has helped many organizations facilitate operational projects, collaborating with internal key stakeholders to assess & fine-tune workflow efficiency to trouble-shoot potential issues and provide feasible solutions and/or recommend targeted improvements. Her years of consultancy and training experiences have provided her with an unusual sensitivity to the learning needs of different levels of working professionals in various industries. Her passion in learning also leads her to build bite-size concept videos & story-telling situational scenarios that incorporate her participants’ work situations to further captivate her online learners.  And she runs selective workshops in Mandarin.

Workshops for Customer Service include

  • Managing Difficult Customers Professionally
  • Mastering Service Recovery with Confidence
  • Creating the Ultimate Customer Experience: The Human Moment
  • The White-Glove Service
  • Engaging the Public Professionally (for events such as NDP, Open House etc.)
  • Service Innovation
  • Service Leadership
  • Writing to Customers with Empathy & Tact

Workshops for Personal Effectiveness & Others include

  • Transformational Leadership
  • The Emotionally Intelligent Leader
  • Enhancing Performance through Effective Supervision
  • Growing Others through Coaching
  • Conflict Management
  • Effective Facilitation Skills
  • Presenting with Impact
  • Presentation Slides Essentials
  • Behavioral Interviewing Skills
  • Business Etiquette & Corporate Image
  • Personality Analysis 


Educational & professional qualifications

  • Certified Behavioral Consultant (DiSC & MBTI)
  • Certified Six Seconds EQ Practitioner
  • ACTA-certified trainer
  • SQC (Singapore Quality Class) Assessor certification
  • Master of Arts, National University of Singapore  
  • Bachelor of Arts, National University of Singapore

22 Nov 2021

Course Fee


The class offers in-class or virtual learning
  • Time: 9 am – 5 pm
  • SDF Available (Non-WSQ) Code: CRS-N-0022681
  • SkillsFuture Credit eligible
  • MIS Member enjoy 10% Discount
  • Register for 8 or more participants to enjoy 10% Group Discount