Upon completion of this course, participants will be able to:

• Analyze gaps in service delivery and identify areas for improvement.
• Design structured service recovery frameworks tailored to organizational needs.
• Implement service recovery policies and procedures across relevant stakeholders.
• Assess the impact of recovery strategies using key performance criteria.

通过本课程的学习，学员将：

• 分析服务交付中的差距并提出解决⽅案。
• 设计结构化的服务恢复框架，包括政策和程序。
• 有效实施服务恢复框架以解决服务问题。
• 使⽤标准评估服务恢复策略的影响。

• Learn to identify and address service delivery gaps with proven methodologies.
• Gain insights into designing and implementing structured service recovery frameworks.
• Practical training to apply strategies for improved service delivery.
• Delivered by experienced trainers with industry expertise in customer service.

• 了解服务恢复框架的核⼼概念。
• 学习有效的服务恢复策略以提⾼客⼾满意度。
• 专注于实践应⽤，通过真实案例研究提升技能。
• 由具备丰富经验的服务管理培训师授课。

• Retail Managers, Store Managers, and Assistant Managers in charge of daily retail operations.
• Industry professionals looking to improve their service management capabilities.
• Career switchers with leadership experience interested in the retail industry.

• 负责⽇常零售运营的零售经理、店⻓和助理经理。
• 希望提升服务管理专业知识的⾏业从业者。
• 拥有管理经验并希望进⼊零售⾏业的职业转换者。