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Business Leadership Design: Recovering from Service Failures ASU

Sometimes customers are not satisfied with your business' offerings. Learn methods to provide service recovery to the dissatisfied customer in order to turn these moments of failures into profit.

About This Course

By examining best practices of leading companies, you will learn the seven steps to service recovery and ways to apply them. At the end of this course, you should be able to define what service failure and service recovery represent from the customer’s point of view and gain a host of customer-experience improvement knowledge, from determining how to handle angry customers to understanding what service recovery means to some of the highest-ranked companies in the world.

This course especially benefits you if you are responsible for addressing or solving customer problems and complaints or managing a customer service team.

This is a sample unit of a course offered as part of a certificate program through the Center for Services Leadership. For more information on the Center for Services Leadership, please visit our website at or contact us at or 480 965-6201.

This course will take you approximately 2 hours to complete.

Learners who complete this course will earn a digital certificate of completion and a digital badge.


English proficiency

Meet Your Instructor

Course Staff Image #1

Stephen W. Brown
Emeritus Edward M. Carson Chair and Professor of Marketing Distinguished Faculty
Center for Services Leadership, W. P. Carey School of Business
Arizona State University

Stephen W. Brown is the Emeritus Edward M. Carson Chair, Professor of Marketing Emeritus and Distinguished Faculty with the Center for Services Leadership (CSL), W. P. Carey School of Business, Arizona State University. He is also a Strategic Partner with The INSIGHT Group. Starting from its founding days in 1985 until May 2011, Dr. Brown served as the CSL’s executive director. He is also a former national president of the American Marketing Association.

Dr. Brown has co-authored and co-edited 24 books and over 150 articles. Much of his research and writing focuses on the science of service and the topics of strategic services marketing, service excellence and recovering from service failures. Currently, he’s devoting major research, executive teaching and consulting to the area of service infusion or growing service revenues in product-dominant companies. His most recent co-authored book is Profiting From Services & Solutions (2014).

Dr. Brown has been identified as one of the ten most frequent contributors to the English-language services marketing literature in the world. He’s been awarded honorary doctoral degrees from the HANKEN School of Economics in Finland and from Karlstad University in Sweden. He is the recipient of the Career Contributions to Services Marketing Award from the American Marketing Association and the Educator of the Year Award from the Association for Service Management International. He serves as a speaker and seminar leader for conferences and business meetings around the world.

Dr. Brown has co-founded three companies and serves on several boards.

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