Course curriculum

  • 1

    1. Introduction to Bounce! with Service Recovery

    • Welcome

    • Introducing Bounce! with Service Recovery

    • Let's Get Started

    • How Did You Feel?

  • 2

    2. When Things Go Wrong

    • What Happens When Things Go Wrong?

    • Recap What You Have Learned

    • What Goes Wrong at Your Workplace?

    • What Do You Think?

  • 3

    3. Bounce! with Service Recovery

    • Three Steps to Bounce

    • What Do You Think?

    • Apply What We Have Learned

  • 4

    4. Stepping UP!

    • Recap the Six Levels of Service

    • Different Ways to 'Do Something Extra'

    • Apply the Six Levels of Service

  • 5

    5. Getting Ready to Bounce!

    • From Reactive to Proactive

    • Getting Ready to Bounce!

    • Planning, Process and Practice

    • Service Recovery Action Planning

    • Congratulations