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PRODID:-//Crossworks - Project Management. Leadership. Design Thinking Trainings. - ECPv6.15.20//NONSGML v1.0//EN
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METHOD:PUBLISH
X-ORIGINAL-URL:https://crossworks.ph
X-WR-CALDESC:Events for Crossworks - Project Management. Leadership. Design Thinking Trainings.
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TZID:Asia/Manila
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DTSTART:20250101T000000
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BEGIN:VEVENT
DTSTART;TZID=Asia/Manila:20260805T090000
DTEND;TZID=Asia/Manila:20260805T170000
DTSTAMP:20260419T010405
CREATED:20251024T103131Z
LAST-MODIFIED:20260105T074701Z
UID:10000358-1785920400-1785949200@crossworks.ph
SUMMARY:REBOUND: Service Recovery & Complaint Management Excellence
DESCRIPTION:REBOUND\n\n\nService Recovery & Complaint Management Excellence\nCustomers remember how you made things right more than the mistake itself. In today’s competitive market\, service failures happen — but a company’s ability to recover with empathy and speed sets it apart. Effective complaint handling turns frustration into loyalty\, reduces churn\, and protects brand reputation. \nThe REBOUND program equips participants to handle complaints with calm confidence\, apply a structured recovery process\, and rebuild trust through empathy and action. \nAt the end of this course\, participants should be able to:\n\nUnderstand the emotional journey of dissatisfied customers and the Service Recovery Paradox.\nApply a structured 4-step complaint handling process (Acknowledge → Clarify → Resolve → Follow-up).\nDemonstrate empathy\, active listening\, and positive language to calm and reassure upset customers.\nTake ownership and follow through to restore confidence and prevent repeat issues.\n\nCourse Outline\n\nWelcome and Introduction\nObjectives and Overview\nReminders and House Rules\nCustomer Mindset & Emotions – The Complaint Journey\, Service Recovery Paradox\nCommunication Skills for Recovery – Active Listening & Empathy\, Positive Language\, De-escalation\nStructured Service Recovery – 4-Step Recovery Model\, Scripting Practice\nTurning Complaints Into Retention Opportunities\nService Standards & Personal Commitment – Defining What Good Looks Like\, Personal Service Pledge\nSummary and Wrap-Up – Recap\, Key Takeaways\, Action Plan\n\nCourse Duration\n\n1 day – face-to-face\n\nDelivery Methodologies\n\nPlenary Discussions\nLecture / Slide Presentation\nGroup or Pair Activities\nIndividual Reflection\nRole-Play Simulations & Debriefs\nPeer Feedback\nIcebreakers / Energizers / Games\n\nThis course is recommended for:\nFrontliners\, Staff\, Supervisors\, Managers\, and anyone who handles customer complaints face-to-face\, online\, or via phone and wants to strengthen service recovery skills. \n\n\n\n\n\n\nCourse Name\nREBOUND: Service Recovery & Complaint Management Excellence\n\n\nTraining Dates\nAugust 5\, 2026\n\n\nTraining Time\n9:00AM – 5:00PM\n\n\nTraining Venue\nMarco Polo Ortigas Manila\n\n\nCourse Fee\n\n\n\n\nStandard Rate\nPhp 15\,000\n\n\nEarly Bird Rate (Until July 22\, 2026)\nPhp 13\,500\n\n\nGroup of 4 Rate (Contact Us to Register)\nPhp 12\,750\n\n\n\n\n\n\nInclusive Of\n\n\n\n\nCourse Materials and Handouts\nCourse Certificates\nBuffet Lunch (if available\, otherwise plated) and AM/PM Snacks
URL:https://crossworks.ph/event/rebound-service-recovery-complaint-management-excellence-2/
LOCATION:Marco Polo Ortigas Manila\, Meralco Avenue\, Sapphire Rd\, Ortigas Center\,\, Pasig\, Metro Manila\, 1600\, Philippines
CATEGORIES:Face-to-Face
ATTACH;FMTTYPE=image/png:https://crossworks.ph/wp-content/uploads/2025/10/CourseImage-EB-REB.png
ORGANIZER;CN="Crossworks Training and Consulting Corp":MAILTO:info@crossworks.ph
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Asia/Manila:20261016T090000
DTEND;TZID=Asia/Manila:20261016T170000
DTSTAMP:20260419T010405
CREATED:20251024T103559Z
LAST-MODIFIED:20260105T074645Z
UID:10000359-1792141200-1792170000@crossworks.ph
SUMMARY:REBOUND: Service Recovery & Complaint Management Excellence
DESCRIPTION:REBOUND\n\n\nService Recovery & Complaint Management Excellence\nCustomers remember how you made things right more than the mistake itself. In today’s competitive market\, service failures happen — but a company’s ability to recover with empathy and speed sets it apart. Effective complaint handling turns frustration into loyalty\, reduces churn\, and protects brand reputation. \nThe REBOUND program equips participants to handle complaints with calm confidence\, apply a structured recovery process\, and rebuild trust through empathy and action. \nAt the end of this course\, participants should be able to:\n\nUnderstand the emotional journey of dissatisfied customers and the Service Recovery Paradox.\nApply a structured 4-step complaint handling process (Acknowledge → Clarify → Resolve → Follow-up).\nDemonstrate empathy\, active listening\, and positive language to calm and reassure upset customers.\nTake ownership and follow through to restore confidence and prevent repeat issues.\n\nCourse Outline\n\nWelcome and Introduction\nObjectives and Overview\nReminders and House Rules\nCustomer Mindset & Emotions – The Complaint Journey\, Service Recovery Paradox\nCommunication Skills for Recovery – Active Listening & Empathy\, Positive Language\, De-escalation\nStructured Service Recovery – 4-Step Recovery Model\, Scripting Practice\nTurning Complaints Into Retention Opportunities\nService Standards & Personal Commitment – Defining What Good Looks Like\, Personal Service Pledge\nSummary and Wrap-Up – Recap\, Key Takeaways\, Action Plan\n\nCourse Duration\n\n1 day – face-to-face\n\nDelivery Methodologies\n\nPlenary Discussions\nLecture / Slide Presentation\nGroup or Pair Activities\nIndividual Reflection\nRole-Play Simulations & Debriefs\nPeer Feedback\nIcebreakers / Energizers / Games\n\nThis course is recommended for:\nFrontliners\, Staff\, Supervisors\, Managers\, and anyone who handles customer complaints face-to-face\, online\, or via phone and wants to strengthen service recovery skills. \n\n\n\n\n\n\nCourse Name\nREBOUND: Service Recovery & Complaint Management Excellence\n\n\nTraining Dates\nOctober 16\, 2026\n\n\nTraining Time\n9:00AM – 5:00PM\n\n\nTraining Venue\nMarco Polo Ortigas Manila\n\n\nCourse Fee\n\n\n\n\nStandard Rate\nPhp 15\,000\n\n\nEarly Bird Rate (Until October 2\, 2026)\nPhp 13\,500\n\n\nGroup of 4 Rate (Contact Us to Register)\nPhp 12\,750\n\n\n\n\n\n\nInclusive Of\n\n\n\n\nCourse Materials and Handouts\nCourse Certificates\nBuffet Lunch (if available\, otherwise plated) and AM/PM Snacks
URL:https://crossworks.ph/event/rebound-service-recovery-complaint-management-excellence-3/
LOCATION:Marco Polo Ortigas Manila\, Meralco Avenue\, Sapphire Rd\, Ortigas Center\,\, Pasig\, Metro Manila\, 1600\, Philippines
CATEGORIES:Face-to-Face
ATTACH;FMTTYPE=image/png:https://crossworks.ph/wp-content/uploads/2025/10/CourseImage-EB-REB.png
ORGANIZER;CN="Crossworks Training and Consulting Corp":MAILTO:info@crossworks.ph
END:VEVENT
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