Service Recovery: Winning Back Unhappy Customers
Instructor: Cognosco Learning · Duration: Full Day · In-Person
One-day, in-person course — $595 per person · 3–4 seats save 10% · 5+ seats save 20%
About This Course
Every firm fails a customer eventually. A delivery is missed, a charge is wrong, a promise made in good faith is broken by an ordinary Tuesday. What separates firms is not whether failure happens — it is what the customer meets in the hour after it. Too often they meet defense, delay, a remedy designed in a back room without them, or a cheerful voucher for the very service that just failed them. This course teaches the other response: a recovery conversation run without defense, in which the customer is heard to the end, the harm is acknowledged in their own terms, the firm's part is owned plainly, and the remedy is agreed with the customer rather than handed down to them. Then it teaches the system behind the conversation: following through until the customer confirms the matter is closed, documenting the failure honestly, finding its root cause, and coaching the team so the lesson survives the week it was learned in.
What You'll Learn
- Receive a complaint without defense, hear it to the end, and acknowledge the harm in the customer's own terms
- Own the firm's part honestly, agree a proportionate remedy with the customer, and use frontline authority well
- Follow through to the customer's confirmation, and make remedies real rather than theatrical
- Turn each failure into documented, root-cause learning that protects the next customer
What's Included
- A full day of in-person training, led by a Cognosco Learning instructor
- A printed participant manual for every attendee
- All course materials, exercises, and practice scenarios
- Guided practice and small-group work throughout the day
- Group savings built in: 3–4 seats save 10%, 5+ seats save 20%
Who It's For
Sales professionals, service teams, and anyone whose work turns on understanding and serving a customer well.
Your session’s training location, date, and start time are set by Cognosco and confirmed with you after registration — the scheduling is handled for you.
Looking to train a whole team? See corporate training →
Enroll in This Course
In-person · Full day · Taught by Cognosco Learning instructors
Add 2 more seats to save 10%.
No account required · Secure checkout
What happens next
- Choose your seats and enroll — no account required.
- Cognosco sets your training location, date, and start time, and confirms them with you.
- Check out securely; your confirmation is sent immediately.
Before You Enroll
What's included in a course day?
A full day of in-person training led by a Cognosco Learning instructor, a printed participant manual for every attendee, and all course materials and exercises. One flat rate per person — no proposal required.
How are the training location, date, and start time set?
They are set by Cognosco. When you register, we confirm your session’s location, date, and start time with you directly — you don’t need to propose or hold dates on your own.
How do the group savings work?
Automatically, at registration: 3–4 seats save 10%, and 5 or more seats save 20% off the $595 per-person rate. The discount is applied in the seat selector before you check out — no code, no negotiation.
Can we train a large group or a whole department?
Yes. Online registration handles up to 50 seats per course. For a larger group, a multi-course plan, or training across several locations, email us at hello@cognoscolearning.com and we’ll plan it with you.
What if we need to change our date?
Email us at hello@cognoscolearning.com as soon as you know — we’ll work with you to move your session to a date that works.