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Service Recovery
One organization, unlimited learners. Instant download after purchase.
All sales are final. Due to the instant-access nature of digital downloads, refunds are not offered. Please review the preview before buying. Issue with your purchase? Contact support@kacompany.us. Refund Policy
Choose Format
Each purchase is licensed to one organization for use in one LMS, with unlimited learners. By buying, you agree to the License Agreement and Terms of Use.
Want it in your company's branding?
We can add your logo, colors, and terminology. Request a customization quote
About this course
A service recovery course for the moment after something has gone wrong for a customer: a late order, a missed appointment, a wrong bill. Learners practice a clear process that fixes the problem and stops it from reaching the next customer.
Who it is for
Frontline staff and leads who handle customer problems
Managers and small business owners who decide what staff are allowed to offer
Office, clinic, salon, trade and restaurant teams
Trainers and HR professionals who need a ready service recovery session
The problem it solves
The mistake itself rarely decides whether a customer comes back. What happens next does. Without a process, staff apologize vaguely, promise what they cannot deliver or never find out whether the fix held, and the same problem happens again next week.
What learners will be able to do
Take responsibility for the next step without blaming anyone
Fix the problem with a clear choice and a specific time
Know their own recovery authority: what they can offer without asking
Record the cause in plain facts and send it to the person who can prevent it
Follow up to confirm the fix held
The KA method
MEND, an original KA Company method: Make it yours, Explain and fix, Note the cause, and Deliver the follow-up.
What is in each format
E-learning (SCORM)
A narrated SCORM 1.2 course with captions, 16 screens
Practice activities and a branching scenario
A five-question knowledge check with a pass mark
A printable MEND job aid and recovery authority worksheet
In-person kit
Facilitator guide for a 2.5-hour workshop, 31 pages
23-slide deck with speaker notes
13-page participant workbook
Job aid card, recovery authority worksheet, cause note template, follow-up planner, eight role-play scenario cards, an observer checklist, a written recovery rewrite, a recovery checklist and an action plan with a four-week recovery log
Virtual kit
Facilitator guide for one 2-hour live session, with producer run sheet and cue sheet
25-slide virtual deck with speaker notes
The same workbook and handouts as the in-person kit
All formats bundle
The e-learning course, the in-person kit and the virtual kit together, for teams that blend self-paced and live training.
Length
E-learning: about 22 minutes
In-person workshop: 2.5 hours
Virtual workshop: one 2-hour session
Frequently asked questions
Does it tell staff what refunds or discounts to offer?
No. Every business sets its own limits. The recovery authority worksheet helps you write down what your staff can offer on their own and when to ask.
Is there a matching desk card?
Yes. The Service Recovery Phrase Card is sold separately and is included in the kits.
Will the e-learning work in our LMS?
Yes. It is a SCORM 1.2 package, the most widely supported format. It reports completion and the knowledge check score, and it runs offline because the fonts and media are packaged inside.
Do I need training experience to run the in-person or virtual kit?
No. The facilitator guide gives a timed agenda, what to say, what to ask and what to listen for at every step. A manager or business owner can run it.
Can we add our logo and our own terms?
Yes. The kits are editable Word and PowerPoint files. If you would like us to brand the e-learning for you, request a customization quote.
One price, yours to keep. Licensed to one organization with unlimited learners.
License
One organization, unlimited learners, perpetual use in your own LMS. No seat minimums and no annual renewal. Resale and redistribution outside your organization are not permitted.