This course looks at how we can stop service declining the first place. However, there are times when good service does reduce due to circumstances out of our control. We look at what steps we can take and how we all play a part I recovery a service to the levels that are expected from services users and authorities.

Aims:

The aim of this course is To develop skills and knowledge put into place a service recovery plan and how to minimise the need for a service recovery plan.

Outcomes:

• Explain when and why a service recovery plan is needed, and events that led up to a service recovery event
• Discuss behaviours that need to be demonstrated when putting a Service Recovery plan into practice
• Identify what a route cause of an issue is to stop issue escalation

Delivery:

Delivered via Adobe Connect

Course length:

1 hour 30 minutes